Job Information
BEAT LLC IT Service Desk Desk/Knowledge Base Manager I in Falls Church, Virginia
Minimum Education: Master’s Degree.
Clearance: Secret
Commercial (Baseline) Certificates: IAT II: Please see Section 3.0, Attachment 1 – GSP Labor Categories (LCAT) of GSP IDIQ PWS, Commercial Certificates for DoD 8570.01-M certificate requirement, CE: Professional (expert preferred) level certificate for supported technology as approved by the Government Task Manager and COR, HDI Support Center Manager (HDI-SCM) or equivalent (ITIL etc.).
Experience in this Discipline: Eight (8) years of progressive experience demonstrating the required proficiency.
Functional Responsibility: Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems. This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems. Level IV performs more independent thinking, complex tasks with little to no supervision, and may be required to supervise.
Oversees all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes:
(a) Pretest/pilot surveying; defining and refining the agenda
(b) Survey database administration
(c) Assessing reliability and validity of data
(d) Determining proper survey data collection methodology
(e) Oversees the production of reports and findings