Help Desk Lead

Clearance Level
None
Category
Help Desk
Location
Germantown, Maryland

REQ#: RQ83476

Travel Required: Less than 10%
Public Trust: Other
Requisition Type: Regular

GDIT is seeking a Help Desk Lead to join our team supporting the U.S. Department of Energy’s (DOE) Office of the Chief Financial Officer (OCFO), Office of Corporate Information Systems to provide Operations and Maintenance (O&M) Support Services of their Corporate Business Systems (CBSOM). As a Help Desk Lead, lead a small team providing end-user application support for a suite of DOE business applications. You will support DOE’s Corporate Business Systems, used by over 14,000 users to fulfill the agency’s mission to promote energy independence, progress scientific research, and protect the nation through nuclear security.   You will be part of a 60+ person team supporting DOE on multiple task orders under our Blanket Purchase Agreement (BPA). Services on this single award BPA with a Period of Performance through early 2028 will be performed at the DOE office located at 20300 Century Boulevard, Germantown, MD, 20874. (Currently remote due to COVID-19).   For more information about the Department of Energy’s Office of Corporate Business Systems mission and functions, go to https://www.energy.gov/cfo/services/corporate-information-systems.   

 

Duties and responsibilities will include, but are not limited to:  

  • Performs installation, configuration, and upgrade of computer software; provides end-user software troubleshooting and support 

  • Provides phone and help-desk support for local and off-site users 

  • Provide technical support and troubleshooting for software applications on desktop thick and thin clients that communicate to/from application servers and third-party support agencies. 

  • Screen, refer, and diagnose internal/external inquiries and work requests as they relate to support of related systems. 

  • Provide end-user software troubleshooting and support. 

  • Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions. 

  • Use ServiceNow as the help desk ITSM platform 

  • Document all user requests and actions taken in ServiceNow ticketing system 

  • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction 

  • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again 

  • Identify training requirements or software fixes to correct any recurring problems identified in the database of user support 

  • Maintain internal knowledge base for Help Desk technicians and end-users 

  • Create and maintain documentation and work with other members of the team to ensure that help desk documentation is complete and up to date 

  • Analyze held desk metrics to drive development of Tier 0 support mechanisms 

  • Provide phone and help desk support for local and off-site users, Monday-Friday (8AM-6PM) via 8 hour shifts 

  • Answer phones and emails in a timely manner 

  • Participate in special projects as required 

  • Develop reports using ServiceNow and/or Call Metrics that provide insight into Help Desk performance against established KPIs 

  • Collaborate with Task Order Management to remediate performance concerns and drive continual service improvement initiatives 

  • Familiar with Release and Configuration Management concepts 

  • Maintain current knowledge of relevant technology as assigned 

  • May provide guidance and work leadership to less-experienced analysts. 

  • May serve as a mentor to less experienced analysts. 
     

 

Minimum Requirements:  

  • Associate’s degree in Computer Science, Information Systems, Software Engineering, Business, or other related discipline with 8 years of increasingly responsible and relevant experience in Help/Service Desk support.  Without a degree 10 years of relevant experience is required.  

  • Must have 3+ years of ServiceNow experience 

  • Must have experience leading and managing a team of 4+ people.   

  • Good team player, able to manage multiple assignments, and adapt to changing client needs 

  • Outstanding written communication skills with the ability to present to program leadership 

  • Outstanding verbal communication skills with the ability to exhibit patience and promote a positive end-user experience  

  • Must be able to obtain and maintain a DOE Clearance and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting 

  • US Citizenship 

Desired Qualifications:  

  • ITIL v3 or v4 certification 

  • Experience with ServiceNow for incident management, problem management, and service request management 

  • Certified ServiceNow Administrator certification 

  • Previous Department of Energy experience. 

 

WHAT GDIT CAN OFFER YOU: 

  • Full-flex work week 

  • 401K with company match 

  • Internal mobility team dedicated to helping you own your career 

  • Collaborative teams of highly motivated critical thinkers and innovators 

  • Ability to make a real impact on the world around you 

 

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We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.