HELP DESK SPECIALIST III (TIER 3) TEAM LEAD

Job Summary

Our team is looking for a Help Desk Specialist III (Tier 3) Team Lead for a Federal contract supporting application development and sustainment, cybersecurity, and data and systems administration for the Navy’s Submarine Maintenance Engineering Planning and Procurement (SUBMEPP) program. This full-time position will provide desktop hardware and software support, common IT services, and Client specific applications on the Non-classified Internet Protocol Router Network (NIPRNet). The position work location is expected to be eligible for remote work with location near the client’s Portsmouth, NH preferred for onsite client worksite support and/or work from the VSolvit local office.

As with any position, additional expectations exist. Some of these are, but are not limited to, adhering to normal working hours, meeting deadlines, following company policies as outlined by the Employee Handbook, communicating regularly with assigned supervisor(s), and staying focused on the assigned tasks including company meetings, and completing other tasks as assigned.

Responsibilities

The Help Desk Specialist III (Tier 3) Team Lead is responsible for the following:

• Receive and process trouble tickets via various channels including in person, phone, email, and electronic means, while adhering to established service level requirements
• Input and track tickets in the client's system while investigating and documenting troubleshooting steps. Escalate tickets as necessary
• Maintain a knowledge base, publish articles for common issues, and ensure timely follow-up with end-users to ensure satisfaction
• Write and maintain work procedures for common help desk processes and activities
• Provide on-site support for IT systems and devices as needed
• Should have extensive knowledge of basic concepts and processes, and experience applying these with periodic high-level guidance
• Must be able to perform successfully in non-routine and sometimes complicated situations

Basic Qualifications

• CSWF Level – IAT Level II: CND or GICSP, OR required, or a qualifying degree from an accredited educational institution substituting for the CSWF certification requirement
• At least Five (5) years’ experience resolving IT user support requests and using service desk support software, such as ServiceNow
• Experience researching service requests and working with other technical SMEs to resolve issues
• Must be a United States Citizen
• Must undergo a background investigation
• Secret Clearance Required

Preferred Qualifications

• Associate’s degree

Company Summary

Join the VSolvit Team! Founded in 2006, VSolvit (pronounced 'We Solve It') is a technology services provider that specializes in cybersecurity, cloud computing, geographic information systems (GIS), business intelligence (BI) systems, data warehousing, engineering services, and custom database and application development. VSolvit is an award winning WOSB, CA CDB, MBE, WBE, and CMMI Level 3 certified company. We offer a customizable health benefits program that best meets the needs of its employees. Offering may include: medical, dental, and vision insurance, life insurance, long and short-term disability and other insurance products, Health Savings Account, Flexible Spending Account, 401K Retirement Plan options, Tuition Reimbursement, and assorted voluntary benefits. Our goal is to grow together and enjoy the work that we do as a team.

VSolvit LLC is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.