Help Desk Manager

Help Desk Manager

Remote

IPTA's Technology Solutions Team is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.

Our Team:

We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with "fierce determination, fearless integrity, and passionate service." Our belief is that our people are the key to success. By encouraging and enabling continued learning, our team members grow to achieve their personal career goals. We are looking for:

• Smart people with a passion for technology
• Ability to solve challenging business problems
• Self-directed professionals
• Hunger to continually learn and grow

Responsibilities:

• Supervises and coordinates activities of Help Desk Technicians or Representatives 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
• Identifies, troubleshoots, and resolves information systems problems to minimize down time of applications and personnel
• Aids in developing procedures for finding and resolving problems with computer products and services
• Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem
• Supervises activities including, but not limited to, receiving telephone calls from users having problems using computer software and hardware or inquiring how to use specific software; talking to user to learn procedures followed and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem; and talking with co-workers to research problem and find solution
• Talks to programmers to explain software errors or to recommend changes to programs
• Calls software and hardware vendors to request service regarding defective products
• Reads trade magazines and attends computer trade shows to obtain current information about computers
• May test software and hardware to evaluate ease of use and whether product will aid user in performing work
• May write software and hardware evaluation and recommendation for management review
• May write or revise user-training manuals and procedures
• May develop training materials, such as exercises and visual displays
• May train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training
• May install microcomputers, software, and peripheral equipment, following procedures and using hand tools
• May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied
• May conduct office automation feasibility studies, including work flow analysis, space design, and cost comparison analysis
• May recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action

Requirements:

• Bachelor's degree in an IT related field
• Five (5) years of experience in a similar role
• ITIL Foundation certification preferred
• Active Security clearance required

IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity. Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.

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