As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors. With approximately 21,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services. General Dynamics Information Technology is an Equal Employment Opportunity and Affirmative Action employer.
A 2nd Shift Lead is needed to Supervise a 24x7 Service Desk (SD). The SD is part of an integrated Operations Center which supports end user issues, network management, and information security functions for a large DHS customer in Westminster Colorado.
The organization is a very fast-paced, changing environment. Superior customer service skills are required. This position requires ability to work independently as well as within groups. Sensitivity to accuracy, timeliness, and professionalism in all areas of support activity is imperative.
GENERAL SUMMARY: Is a technical POC for 2nd shift Service Desk staff and the customer. Provides leadership to 2nd shift Service Desk staff. Overall responsibility for the acquisition, installation, maintenance, and usage of USCIS systems nationwide; Performs systems analysis, solutions, tests and implements interface programs; Manages and analyzes system performance and maintains system security; Ensures that security procedures are implemented and enforced; Evaluates, develops, and maintains telecommunications systems; Troubleshoots and resolves complex problems to ensure minimal disruption of mission-critical applications; Updates software specifications; Establishes policies and procedures regarding access methods and time, security validation checks, and documentation; Researches hardware and software issues and prepares system design specifications to meet requirements; Maintains fault-tolerant systems and manages system backups.
Trains staff on procedures and policies; Monitors the calls in queue; Monitors tickets in queue to ensure high level of ticket quality; Tracks attendance and notifies SD manager of absences; Maintain SD account management - ensures agents have the necessary accounts (ZZ, FDNS, PICs etc).
Performs shift turn over report and maintains situational awareness; Monitors performance and continually provides guidance to team; Prepares and delivers reports upon request; Performs escalation procedures.
Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
- ITIL Foundation V3 required within 6 months of hire date.
- Help Desk Institute (HDI) Certification desired, but not required.
- MCSE/MCSA preferred but not required
2-5 years of directly related experience in systems administration and analysis, with 2-4 of those years supporting a helpdesk environment and Active Directory based windows platforms.
Strong communication skills.
Use of Remedy desired.
Willing to work 8/hour shift schedule 365/24/7.
Applicant selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information.
WORKING CONDITIONS: Standard shift based business work environment. After hours and weekend work may be required. Flexibility to work on a varied shift rotation is expected. The work is typically performed in an office environment, which requires normal safety precautions; work may require some physical effort in the handling of light materials, boxes or equipment. Must be able to lift and carry at least 30-50 lbs.
This program requires 24X7X365 operational support; therefore, this position is not shift specific and may require rotation of schedule hours. An Offer for this position does not stipulate or guarantee a specific schedule or shift.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.
Security Clearance Level
Entry on Duty (EOD)
Security Clearance Basis
Security Clearance Polygraph
Job ID Number
Potential for Deployment
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT),...