Rockville, MD, United States
Help Desk, Manager
VariQ currently has a position open for a Help Desk Manager to support the US Department of Treasury.
Salary: dependent upon experience
Security Clearance: none
Location: can either be in DC or Rockville, MD, willing/able to work in both locations.
Available: upon award, currently in proposal stage
Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
Key Tasks and Responsibilities
Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as
possible, and escalate to Tier II or Tier III level(s) as appropriate.
Provide daily supervision and direction to staff who are responsible for phone and in-person
support to users in the areas of e-mail, directories, computer operating systems, desktop
applications for all types of computer systems, and applications developed or deployed under
Serve as the first point of contact for troubleshooting hardware/software, all types of computer
systems (PC and Mac), and printer problems.
Manage day-to-day work assignments of help desk personnel and reporting of issues/outages
Perform root cause analysis and analyze trends to remediate issues at the enterprise level.
Coordinate and collaborate with other teams within IT on issues and reporting to staff.
Identify and resolve problems with all automation hardware, software, systems and peripherals,
at the customer service support center, the customer site, or by utilizing remote tools.
Document all requests or resolutions in OFR ticketing systems - OFR Trouble Ticketing
Install and troubleshoot all Microsoft Operating System Software and office automation software
in use on the currently supported desktop.
Install, configure and troubleshoot common Network Protocols, to include, but not be limited to,
TCP/IP and wireless protocols.
Install, troubleshoot and perform repairs for terminals, mobile devices, peripherals and
Install and configure all components of the workstation configuration, such as network cards,
sound cards, modems, video cards, printers, scanner, FAXs and other software and
Provide requested reports derived from information contained in OFR Trouble Ticketing System
Monitor, troubleshoot, and resolve all operational and software problems associated with
network and stand-alone printers.
Education & Experience
Bachelor\u2019s Degree desired. High School diploma required
1-2 years of IT operations experience. Relevant experience and/or certifications may be
substituted for degree requirements
Experience in a Microsoft computer support environment
VariQ is an equal opportunity employer.
Website : http://www.variq.com/
VariQ is a SBA certified HUBZone and self-certified Small Disadvantaged Business. Founded in 2003, our record of successful accomplishment and excellent client relationships has led to numerous referrals and engagements with a dozen government and commercial entities. We integrate and manage complex solutions while leveraging secure methodologies. VariQ is a CMMI® Level 2 accredited organization and we also follow ISO 9001 best practices for quality services. We maintain standard processes for initiating and delivering solutions.