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Service Desk Lead - Must Be US Citizen

Job Description

 
View more Careers at EPSILON
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Service Desk Lead

Security Clearance required: Must be able to obtain a Public Trust
US Citizenship Required
Location: Greenville, SC
URL: www.epsilon-inc.com/careers

Position Summary: The role of the Lead is to perform information technology related help desk duties by providing over the phone and email support in a help desk environment for our external customers. The Service Center Lead will also provide leadership support and guidance to Service Desk Agents.

Position Responsibilities:
  • Oversees and leads a team of Service Desk Agents.
  • Trains new Service Desk Agents to optimize their performance for customer satisfaction and provides on-going training for continued development.
  • Deploys technicians and assigns tasks based on skills needed to remedy individual events and incidents.
  • Act as escalation point for Service Desk Agents assisting them with service desk tickets and ensuring proper ticket creation, escalation, and resolution.
  • Receives and validates service requests for all customers.
  • Organizes service requests based on type of service and statuses (change requests from current end users, new equipment requests from current end users, etc.).
  • Can create new accounts and other administrative tasks as assigned.
  • Manages tickets and queues.
  • Monitors dashboards for customer requests and incidents, customer satisfaction, first call resolution, and incoming phone calls and email queues.
  • Works with leadership to support interviewing, orientation and onboarding as needed.
  • Continually looks for methods to improve overall end user experience and customer satisfaction.
  • Ensures service meets or exceeds SLA's.
  • Ensures continual service improvement.
  • Analyzes and resolves network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
  • Some travel may be required.
  • Install and maintain the following products as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc.
  • Provide technical support over the phone, and/or via email, where appropriate.
  • Implement solutions based upon end user needs by ensuring that all hardware and software work properly; install or delete software.
  • Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when possible.
  • Monitor systems and network to ensure proper management of information technology.
  • Use documentation within the knowledge base to assist end users. Also, work with team members to establish and maintain documentation.
  • Escalate process and policy issues as needed.
  • Other work duties as assigned.
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with 8 U.S.C. § 1324b(a)(2)(C)
  • Bachelors’ Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree 
  • 5-7 years’ Information Technology experience
  • One of the following certifications are highly desired: CompTIA Network+ CE, CompTIA Security+ CE, CySA+ CE, CCNA Security, GICSP, GSEC, SSCP or Operating System (OS) Certification: Microsoft (MCSA, MCSE, MCP, MCA, etc.), Cisco (CCENT, CCNA, CCNP, etc.), or other relevant OS certification
  • Will be subject to a Federal Government Background Investigation in order to obtain a clearance.
  • Technical experience of current network hardware, protocols and standards.
  • Application support experience.
  • Ability to retrieve data and input into various forms (excel, etc) and produce standardized reports on a scheduled and ad hoc basis
  • Ability to manipulate data using excel functions to form both data and chart type reporting as needed
  • Previous experience using excel for reporting needs including pivot tables, graphs, and other functions to produce standardize reports 
  • Experience deep diving into metrics based reporting to produce understandable exports to be delivered externally to customers
  • Knowledge of applicable data privacy practices and laws.
  • Must have excellent troubleshooting skills
  • The ideal candidate will have flexibility with hours – Shifts vary
  • Strong leadership qualities
  • Must have the ability to coach/train others on both technical matters as well as customer interactions 
  • Proficiency in Word, Excel, Outlook, database management
  • Ability to communicate effectively, both verbally and in writing.
  • Ability to communicate with end users over the phone in a pleasant and helpful manor in high stress situations
  • Keen attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service and interpersonal skills.
  • Experience working in a team-oriented, collaborative environment.

Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
View more Careers at EPSILON
URL: www.epsilon-inc.com/careers
Follow us on: LinkedIn | Twitter | google+

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.

Please click here to review your rights under EEO policy.

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com

Job Requirements

 

Job Snapshot

Location US-SC-Greenville
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type IT & Technical, Other
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Company Overview

Epsilon, Inc.

Working at Epsilon: Epsilon’s core values of Consideration, Simplicity, and Improvement are the pillars of who we are and how our team members operate. Whether you are working at our headquarters in Weaverville, NC or on a Government site across the nation, we treat each other with respect and consideration, value the ideas and ingenuity of our team members and appreciate each other’s work style. Our team members build bridges across departments, think beyond the status quo, and develop creative solutions. Learn More

Contact Information

US-SC-Greenville
Snapshot
Epsilon, Inc.
Company:
US-SC-Greenville
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
IT & Technical, Other
Store Type:

Job Description

 
View more Careers at EPSILON
Follow us on: LinkedIn | Twitter | google+
Service Desk Lead

Security Clearance required: Must be able to obtain a Public Trust
US Citizenship Required
Location: Greenville, SC
URL: www.epsilon-inc.com/careers

Position Summary: The role of the Lead is to perform information technology related help desk duties by providing over the phone and email support in a help desk environment for our external customers. The Service Center Lead will also provide leadership support and guidance to Service Desk Agents.

Position Responsibilities:
  • Oversees and leads a team of Service Desk Agents.
  • Trains new Service Desk Agents to optimize their performance for customer satisfaction and provides on-going training for continued development.
  • Deploys technicians and assigns tasks based on skills needed to remedy individual events and incidents.
  • Act as escalation point for Service Desk Agents assisting them with service desk tickets and ensuring proper ticket creation, escalation, and resolution.
  • Receives and validates service requests for all customers.
  • Organizes service requests based on type of service and statuses (change requests from current end users, new equipment requests from current end users, etc.).
  • Can create new accounts and other administrative tasks as assigned.
  • Manages tickets and queues.
  • Monitors dashboards for customer requests and incidents, customer satisfaction, first call resolution, and incoming phone calls and email queues.
  • Works with leadership to support interviewing, orientation and onboarding as needed.
  • Continually looks for methods to improve overall end user experience and customer satisfaction.
  • Ensures service meets or exceeds SLA's.
  • Ensures continual service improvement.
  • Analyzes and resolves network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
  • Some travel may be required.
  • Install and maintain the following products as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc.
  • Provide technical support over the phone, and/or via email, where appropriate.
  • Implement solutions based upon end user needs by ensuring that all hardware and software work properly; install or delete software.
  • Troubleshoot client computer equipment, ensuring it runs correctly, and recover any lost or accidentally deleted data when possible.
  • Monitor systems and network to ensure proper management of information technology.
  • Use documentation within the knowledge base to assist end users. Also, work with team members to establish and maintain documentation.
  • Escalate process and policy issues as needed.
  • Other work duties as assigned.
Essential Skills, Experience, and Certifications:
  • US Citizenship is a requirement of this position in accordance with 8 U.S.C. § 1324b(a)(2)(C)
  • Bachelors’ Degree or Associate Degree in Information Technology or related field is desired OR High School Diploma and relevant Information Technology certification(s)/training/years of experience in place of degree 
  • 5-7 years’ Information Technology experience
  • One of the following certifications are highly desired: CompTIA Network+ CE, CompTIA Security+ CE, CySA+ CE, CCNA Security, GICSP, GSEC, SSCP or Operating System (OS) Certification: Microsoft (MCSA, MCSE, MCP, MCA, etc.), Cisco (CCENT, CCNA, CCNP, etc.), or other relevant OS certification
  • Will be subject to a Federal Government Background Investigation in order to obtain a clearance.
  • Technical experience of current network hardware, protocols and standards.
  • Application support experience.
  • Ability to retrieve data and input into various forms (excel, etc) and produce standardized reports on a scheduled and ad hoc basis
  • Ability to manipulate data using excel functions to form both data and chart type reporting as needed
  • Previous experience using excel for reporting needs including pivot tables, graphs, and other functions to produce standardize reports 
  • Experience deep diving into metrics based reporting to produce understandable exports to be delivered externally to customers
  • Knowledge of applicable data privacy practices and laws.
  • Must have excellent troubleshooting skills
  • The ideal candidate will have flexibility with hours – Shifts vary
  • Strong leadership qualities
  • Must have the ability to coach/train others on both technical matters as well as customer interactions 
  • Proficiency in Word, Excel, Outlook, database management
  • Ability to communicate effectively, both verbally and in writing.
  • Ability to communicate with end users over the phone in a pleasant and helpful manor in high stress situations
  • Keen attention to detail.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service and interpersonal skills.
  • Experience working in a team-oriented, collaborative environment.

Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Physical Demands: While performing the duties of this job, this position requires the ability to sit for potentially long periods of time throughout the workday. Hearing sufficient to understand conversations, both in person and on the telephone. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components for potentially long periods of time without experiencing abnormal hand, wrist, or eye strain. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. Must be able to lift up to 50 pounds.
  • Work Environment: Includes a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards. Local, regional, and national travel may be required.
Epsilon Benefits:
Medical, Dental, Vision Plan
AD&D and Life Insurance
Paid Federal Holidays
Paid Time Off
401(k) Retirement Plan
Education reimbursement
Referral Bonuses
View more Careers at EPSILON
URL: www.epsilon-inc.com/careers
Follow us on: LinkedIn | Twitter | google+

Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Minorities/Females/Disabled/Vets.

Please click here to review your rights under EEO policy.

If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com

Job Requirements

 
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