Under the direction of the Phone Support Manager, provides help desk phone support directly to end users. Ensures that established Level 1 policies and procedures are followed. Maintains technical skill sets for successful execution of required duties. Coordinates with Phone Support Manager and other Leads to execute tasks and projects. Provide analysis and technical help desk support for Microsoft Operating Systems, Microsoft Office Suites, PC hardware, software, peripherals, BlackBerrys and printers. Interface with multiple levels of users, management, and technical staff. Monitor call volume in ACD system to promote high agent availability and minimal hold times for end users. Accurately document and report problems and solutions in the Remedy ticketing system.  Escalate calls to technical staff for resolution as necessary. Categorize and prioritizes service requests by maintaining database with up-to-date status information.  Coordinate with Phone Support Manager and other Leads to execute tasks and projects. Perform other duties as assigned. 

Security Requirements: US Citizenship and eligibility for DOJ Public Trust