Address
Form of workJob Title: Help Desk Manager
Reports to: Program Manager
FLSA: Full Time Salary Exempt
Primary Work Location: For Campbell, KY
COMPANY OVERVIEW
AITC is a fast-growing, proven Information Technology Company focused on Network and Systems Engineering and Integration, Professional Services, Medical Simulation, Test and Training Systems and End-To-End Product and Technology solutions. AITC provides expert support in Information Systems Design and Cyber Security, Strategic Planning, Program and Project Management, Security Risk Assessment, and Logistics for Federal Government and Public Sector markets.
AITC is an ISO 9001:2015 certified company. All employees are required to be aware of our Quality Policy and must adhere to AITC's established ISO policies, standards, and procedures.
POSITION OVERVIEW
AITC is seeking a Help Desk Manager responsible for the daily supervision and direction of the staff who are responsible for phone and in-person support to users in the areas of email, directories, computer operation systems, desktop application for all types of computer system, and applications developed or deployed.
*This position is contingent upon successful contract award*
RESPONSIBILITIES / DUTIES
• Serve as the first point of contact for troubleshooting hardware/software, on all types of computer systems and printer problems.
• Supervise and coordinate activities of Help Desk Staff engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem solving steps.
• Identify, troubleshoot, and resolve information systems problems to minimize down time of applications and personnel.
• Assist in developing procedures for finding and resolving problems with computer products and services.
• Coordinate problems with appropriate technical, professional, and service personnel, along with users who reported the problem.
• Talk to programmers to explain software errors or to recommend changes to programs.
• Call software and hardware vendors to request service regarding defective products.
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work.
• Lead team members and train as needed.
• Additional administrative duties as assigned.
MINIMUM REQUIREMENTS
• Requires 5+ years of related experience applying network systems management methods, including end-to-end systems performance monitoring.
• Bachelor’s degree in a related field
• ITIL Foundations within 6 months.
• SECRET Clearance
• Security + CE
• Microsoft Certified Desktop Support Technician (MCDST).
• MCSA 2012 / 2016
• BMC Remedy IT Service Management 18.05 and 18.08
• Must be a U.S. Citizen.
• Able to work Overtime as required.
• Must be available to travel as required
PREFERRED SKILLS/KNOWLEDGE
• Knowledgeable in Army Network Enterprise Center operations
• Network architecture and topology experience.
• Extensive knowledge and skills in applying principles and methods for integrating information system components, performance tuning tools and techniques, and systems diagnostic tools and fault identification techniques.
• In-depth knowledge of a wide range of communications and computer techniques, requirements, methods, sources and procedures which includes operating systems software (e.g. Windows Enterprise Server 2003/2008), communication protocols and system interrelationships.
• A working knowledge is necessary in various software systems and architectures, communications protocols and network hardware devices.
• One of the following:
o CND
o GICSP
PHYSICAL DEMANDS
• Predominantly indoors in a normal office environment.
• Must be able to sit, stand, walk, stoop, kneel and reach.
• Must be able to speak, write, read, and understand English.
• May require frequent computer use for several hours at a time.
• Frequently work at a fast pace with unscheduled interruptions.
• Must have visual acuity.
• Must be able to lift up to 10 pounds.
COMPENSATION
Salary and benefits will be commensurate with experience, expertise, education, and potential. We offer our employees competitive compensation and a comprehensive benefits package.
AITC provides equal employment opportunity (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, and local laws and offers equal opportunity for VEVRAA Protected Veterans. AITC, will not discriminate against employees and job applicants who inquire about, discuss, or disclose compensation information.
