Lead End User Assistance

GDIT is seeking a qualified candidate to lead a team providing support to end users. The team identifies and implements solutions for issues related to a variety of business operations, including non-technical and technical project requirements. 

Team lead responsibilities include:

• Works independently under limited supervision.
• May coach and provide guidance to less-experienced professionals
• Serves as team or task lead. (Not a people manager)
• Serves as advisor to clients in assigned subject areas, recommends functional changes, and identifies areas for further
   

General end user assistance includes:

• Provide technical support and troubleshooting services for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone. Respond to email, IM messages (IM), and voicemail messages for customers seeking help. Install, modify, and repair computer hardware and software
• Provide IT Point of Contact support, onboarding assistance, and end user assistance. 
• Review daily service desk notifications and transfer or escalate tickets when necessary. 
• Provide end user assistance for mission systems when needed
• Provides end-user software and hardware troubleshooting
• Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Provides remote support access through desktop mirroring and other remote access applications for worldwide sites
• Identify, investigate, resolve, and follow-up problems brought to the helpdesk by usersMaintains current knowledge of relevant technology as assigned

EDUCATION AND EXPERIENCE: HS/GED, 8+ years of experience