Help Desk Support Lead

Position Title: Help Desk Technician Lead

Reports to: Sheldon Bryan

Reporting to this position: N/A

Assignment: IT Help Desk Lead / HRSA Poison Control Program

Job Description

Immersive Concepts is seeking an experienced IT Help Desk Lead to oversee daily support operations and guide a small team. This role combines handson technical troubleshooting with leadership process improvement and a strong focus on service quality.

Help Desk Technician Lead for a Poison Control Helpdesk for The Health Resources and Services Administration (HRSA) Poison Control Program (Program). The Poison Control Helpdesk was established in February 2000 under the Poison Center Enhancement and Awareness Act. Immersive Concepts services this program 24 hours a day every day of the year.

The ideal candidate will be able to provide poison call center services to both the general public and health care facilities also serving as the IT Lead for other IT related support services. The Help Desk Technician Lead will manage other poison control technicians and work closely with other team members including physicians nurses epidemiologists and educators within the very specialized field of toxicology. This position doesnt require that you have experience with treating poison victims however the technicians are supporting the nationwide telephone dial plan infrastructure for the poison control centers. Training on the telephone routing system is provided.

Responsibilities

Oversee daytoday Help Desk operations and ensure timely resolution of support requests.

Act as the escalation point for complex technical issues.

Manage team of helpdesk technicians during the week

Coordinate with subcontractor for weekend coverage

Plan for helpdesk coverage gaps due to sickness leave or inclement weather

Provide daily reports of the call routing changes/issues

Ensure all contract deliverables are completed accurately and submitted on time including weekly status logs monthly call detailed reports and ad hoc requirements

Lead training(s) for the Poison Control Helpdesk refresher trainings monthly

Assist in conducting the Monthly briefings to the Poison Control Program Managers

Perform routing transactions upon request on time and in the correct time zones

Complete emergency routing changes within 5 minutes of a request

Verify by phone and email with the PCC that will be providing the back-up services that the correct emergency routing was completed

Troubleshoot service-related issues with the telecommunications vendor to resolve routing and technical issues

Follow up with the telecommunications provider in 2-hour intervals to ensure the timely resolution to the routing issue

Liaise with the PCCs HRSAs OIT and Poison Control Program as appropriate to initiate routing changes or resolve routing issues

Train mentor and onboard Help Desk Associates.

Track ticketing trends and provide reporting to identify areas for improvement.

Maintain documentation procedures and knowledge base articles.

Manage hardware lifecycle tasks including imaging deployment and inventory.

Basic Qualifications:

HS Diploma

IT Bachelors Degree (Preferred)

Minimum 3-5 years of experience managing a helpdesk and working with ticketing systems (within the last 10 years)

At least 4 years of IT support experience including 3-5 years in a lead or senior role

Comfortable serving as a primary point of contact for customers or contracts including providing updates managing expectations and ensuring deliverables are met.

Ability to communicate technical and non-technical information clearly to customers and stakeholders via phone and email while maintaining professionalism and proper email etiquette

Solid understanding of networking basics (DNS SHCP VPN Wi-Fi)

Strong knowledge of Windows and macOS Office 365 and common business applications

Customerservice data collection analysis and reporting skills

Ability to manage multiple priorities in a fastmoving environment

Desired Skills:

Experience managing ongoing customer relationships rather than transactional support interactions with an emphasis on accountability follow-through and service quality.

Ability to operate independently with minimal supervision while balancing multiple priorities and deadlines.

Experience working in an agile environment

Experience with Enterprise security audits and assessments including log collection aggregation analysis and reporting

Experience using ticketing systems such as ServiceNow Fresh Service Jira or Zendesk

Experience in enterprise level Governance Risk and Compliance (GRC) management

Applicable knowledge of the NIST Cybersecurity Framework (CSF)

Experience with development and management of system requirements

About Immersive Concepts:

Immersive Concepts LLC is a minority-owned 8(a) and HUBZone-certified multi-discipline consulting firm. We pride ourselves in providing a broad range of top quality services to our customers including IT Strategic Management Consulting Unified
Communications Technical Innovation Services Audio Visual Design and Integration Relocation Services and Construction. Our diverse team of highly trained experienced and dedicated professionals bring years of experience to every project and are poised to accept and tackle the most challenging of client requirements in any field. Immersive Concepts focuses on developing its services and products in two ways by creating specialized solutions designed to meet our clients needs based on assessment results; and delivering a quality product or service that fulfills that requirement.
In meeting each goal Immersive Concepts is dedicated not only to the resolution of complex problems but also to providing quality and timely service. While Immersive Concepts offers a broad range of services we provide just one standard performance: Excellence

Immersive Concepts is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

As a government contractor Immersive Concepts abides by the following provision.

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Immersive Concepts LLC. is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If youd like to view a copy of the companys affirmative action plan or policy statement please email If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application please e-mail or call toll-free . This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes such as following up on an application or technical issues not related to a disability will not receive a response.