Job Title: Helpdesk Manager Location: Alexandria, VA Duration: Full time Clearance Required: Secret clearance or higher Required Experience:
5+ Years of Experience as a Help Desk Manager and knowledge of Remedy/ Numara - Ticketing System
Coordinate with Government and other contract support personnel to provide seamless help desk support for application users.
Manage end to end resolution of any identified application issues, collaborating with internal and external partners. Perform in-depth, ad-hoc analysis based on application expertise to resolve the incident and restore service.
Isolate, identify, and repair failures, as well as answer user application questions. Respond promptly to support requests to ensure the application operates without interruption to functional users.
Detect events, incidents, and customer engagements (health & status monitoring), record information in ticketing system.
Perform incident resolution to restore service via knowledge articles and standard operating procedures SOP).
Create written mitigation procedures for both Tier 1 and Tier 2 levels to use to resolve/mitigate known errors.
Preferred Experience:
Knowledge of DoD OIG Systems (Defense Case Activity Tracking System, Enterprise (D-CATSe), Case Reporting and Information Management System (CRIMS) and Defense Ready)
Knowledge of Industry Standard Ticketing System - Will Confirm which one.
About our Company: - 22nd Century Technologies is a business enterprise that supports demanding staffing programs for Corporations and State and Local Government Agencies. Its journey began in 1997 by supporting large Federal contracts which nudged us in the direction of creating large candidate pools across the country. Over the last 20 years, we have built a strong business model that is carefully constructed to deliver on multiple facets. We have proven past performance of providing services that exceed our clients' expectations. Today 22nd Century technologies supports clients in all 50 states and has grown to be a company that is trusted and sought for providing a complex mix of workforce solutions. With a firm grip on the entire spectrum of staffing solutions, we have placed more than 500,000 skilled resources and delivered 15 million+ man-hours. “22nd Century Technologies is an Equal Opportunity Employer" and “US Citizens & all other parties authorized to work in the US are encouraged to apply." All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
