Senior Service Desk Technician Shift Supervisor

Goldbelt Hawk designs, develops, and implements comprehensive solutions for problem spaces, including computer security, scalable architectures, advanced analytics, artificial intelligence, and network/data center operations. Specializing in local and enterprise-level incident response and forensic analysis, Hawk's personnel deliver threat analysis and reporting while implementing solutions based on mature planning and development practices.

Summary:

We are looking for a Senior Service Desk Technician to oversee the current shift Local Site Help Desk activities which provides basic Tier I-2 support to end users on a variety of computers and associated networks issues.

Responsibilities

Essential Job Functions:

• Serves as an escalation point for local staff who respond to telephone calls, email and personnel requests for technical support, documents, track and monitor the problem to ensure a timely resolution
• Enters information into ticket system and creates trouble reports for IT Support Technicians
• Documents, tracks, and monitors the problem to ensure a timely resolution
• Responsible for scheduling local staff tasks and ensuring service management process are followed by local team on shift
• Ensures a smooth hand-off transition between shifts
• Shift supervisors provide 24x7 coverage
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments
• Plans and leads major technology assignments
• Evaluates performance results and recommends major changes affecting short-term project growth and success
• Functions as a technical expert across multiple project assignments
• May supervise others
  

#CJ

Qualifications

Necessary Skills and Knowledge:

• Advanced knowledge of computer applications and functions
• Excellent oral and written communication skills
• Excellent customer service skills
• Ability to troubleshoot complex technical issues
• Ability to diagnose PC hardware/software problems and document solutions
• Ability to perform in a detail-oriented environment with a high level of accuracy
  

Minimum Qualifications:

• Bachelor degree in a STEM field
• 5 - 10 years of related experience
• Top Secret Personnel clearance with eligibility for access to SCI
  

Preferred Qualifications:

• Operating System, Server, and Networking certifications are preferred
  

Pay And Benefits

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.