Tier 1 Help Desk Manager

Gunnison Consulting Group Inc
Rockville, MD
Aug 09, 2022
Aug 12, 2022
Full Time
Location: Client site: Rockville, MD. Due to COVID-19, all work will be performed remotely until further noticeDuties and Responsibilities:Lead a Tier 1 Help Desk team in performing call center operations duties to include:Field and triage requests via the NRC Service Catalog and email.Perform Tier 1 Mobility Support services.Escalate Tier 2 and higher Mobility Support tickets to Mobility personnel.Log, respond to, and track hardware and software support requests.Provide incident and problem management by creating, updating, and managing requests, in addition to identifying and escalating issues as appropriate.Document support request resolution.Triage requests for and provide remote access assistance (currently using BOMGAR).Provide account administration services.Perform call center support utilizing Automated Call Distribution (ACD) system.Perform off-site computer services, tracking repairs and replacements.Required qualifications:Strong experience in managing Tier 1 Help Desk and Call Center Operations.ITIL Foundations Level (or higher) Certification.Required Clearance: Clearable for NRC Q. Candidates will have to obtain an NRC Q clearance as part of onboarding.Required Education: Bachelor's Degree in Computer Science, Engineering, Information Technology, Cybersecurity, or related field, or equivalent experience.*This position is contingent upon contract award.Why Join Gunnison?Gunnison takes on ambitious projects. We target fun, challenging work that requires creative thinking and innovation. Quality is our top priority.Gunnison employee benefits meet or exceed what other companies in the Washington, DC metropolitan area offer.As a small firm there is a great sense of camaraderie at Gunnison. Employees are treated like family. This is an atmosphere we will maintain as we continue to grow.We are growing rapidly and the opportunity for individual professional growth with Gunnison is outstanding. We hire for careers at Gunnison, not to fill a position.Employee BenefitsGunnison employee benefits meet or beat other companies in the Washington, DC metropolitan area, including:Bonuses AND profit-sharing!401k MatchingCertifications and training allowance $2,500/year3 weeks of personal leave your first year (200 hours can roll over every year) We invite comparison. Click here for detailsEqual Opportunity/Affirmative Action Employer. Must be eligible for employment in the United States. We are unable to sponsor candidates at this timeIn 1994 Gunnison Consulting Group began serving the greater Washington, DC metro area, focused on tackling our customers' most ambitious technology projects. By creating a culture dedicated to enabling our customers and employees to achieve more than they ever thought they could, the company has thrived for 25 years.