Job Information
Chickasaw Nation Industries Service Center Technical Lead in Denver, Colorado
Description: It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
SUMMARY
The Sr. Help Desk Support Service Specialist implements, manages and controls all project directives related to the Service Desk. The Service Desk will be a single point of contact requiring the performance of triage on reported problems, collecting all necessary information, resolution of the end user problems by the service desk staff, or escalation of the issue to other Government or contractor staff for resolution. The service desk will provide first line support (tier I and tier II support) to the end users that will include but are not limited to recording, troubleshooting, and providing solutions to end-user IT related issues.
As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.
ESSENTIAL REQUIREMENTS
May be required to obtain/retain a governmentbackground investigation commensurate with position requirements.
Must be able to pass a customer background check for access to facilities, equipment and property.
Must have experience managing enterprise IT support projects for the Federal Government.
Relevant certification such as those obtained for HDI, ITIL, CompTIA, etc.
KEY DUTIES AND RESPONSIBILITIES Essential Duties and responsibilities include the following. Other duties may be assigned.
Responsible for identifying, proposing resolutions, and resolving Service Desk issues in collaboration with applicable contractor and federal staff.
Resolves the most complex IT technical support requests for the user base and leads the other Service Center Technicians to ensure successful and timely resolution of end user issues.
Manages and documents service desk team responsible for resolving Tier 1 and Tier 2 customer support issues using a structured system for task resolution.
Independently analyzes and resolves operational issues for the technical support center and shall assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians that are working on task resolution.
Monitors team performance and provide reports for technical support activity and property accountability.
Resolves and documents Tier 1 and Tier 2 customer support issues using a structured system for task resolution.
Leads meetings, creates schedules, and plans for upcoming events expecte to impact end users.
Serves as the Service Desk focal point and provides guidance and support for the Service Desk team.
Ensures compliance with Service Desk requirements.
Exercises supervisory personnel management responsibilities. Develops program management competencies through training and coaching.
Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.
Responsible for aiding in own self-development by being available and receptive to all training made available by the company.
OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EDUCATION AND EXPERIENCE
Bachelor's degree in a related field and a minimum of five (5) years' relevant experience in a Service Center support role, or equivalent combination of education/experience.
JOB SPECIFIC KNOWLEDGE/SKILLS/ABILITIES
Demonstrated skills and experience compiling reports, metrics data, and other administrative functions.
Demonstrated experience in planning and managing in support of Service Desk activities.
Demonstrated ability to develop and apply solutions for end user issues.
Skilled proficiency in the use of Microsoft Of ice Suite (i.e., Word,