Technical Support - Specialist

Technical Support - Specialist

Location: Arlington, VA

Must have an active Top Secret Clearance

Responsibilities also include:
• Manage SOSD (System Operations Service Desk) team consisting of up to 24 watch-standers
• Communicate policies, expectations, and feedback to SOSD staff
• Facilitate a high-performance team environment and employee engagement
• Provide performance feedback and corrective action to direct staff
• Lead activities of SOSD staff to diagnose and resolve client problems
• Guide SOSD staff on the diagnosis of potential problems and resolutions.
• Field escalated customer issues and resolve or refer to specialized experts as needed
• Guide and coordinate projects requiring scheduling
• Monitor and report the status of tickets and tasks assigned to the SOSD and ensure items are coordinated, logged, tracked, and resolved appropriately.
• Provide input on process improvements and contribute to the technology roadmap for the strategic plan.
• Perform metrics trend analysis and reporting, guide resultant process improvement.
• Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
• Provide guidance and training; may guide other staff
• Provide backup duties to the SOSD Government Lead
• Work support tickets as needed
• Evaluate and provide input regarding employee performance
• Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
• Maintain SOSD schedule for 24x7 365 support with two-person integrity (TPI)
• Other duties as assigned and required.

Requirements

Experience Requirements:
• Experience managing/supervising a Service Desk environment
• Excellent verbal, written, and interpersonal communication skills, including the ability to effectively communicate with internal and external customers
• Must be able to manage multiple priorities in an efficient manner
• Understanding of general help desk procedures, company processes, etc.
• Ability to design and implement effective policies to achieve consistent team results.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices

Technical Skills/Competencies:
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) is highly preferred.
• Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
• Supervisory Skills/Competencies:
- Efficient delegation and task prioritization
- Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
- Ability to coordinate and facilitate staff training
- Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
- Ability to manage and resolve conflicts as they arise

Other Requirements:
• This position requires a Top-Secret security clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment.
• Familiar with HP monitoring solutions preferred

Education Requirements:

Bachelor’s degree and eight (8) years of related experience or Six (6) years of related experience with a Master’s degree.

Company Overview:

Node.Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.

Our Core Values help us in our mission. They include:

OUR CORE VALUES

**Identifying the~RIGHT PEOPLE~and developing them to their full capabilities**

**Our customer’s “Mission” is our “Mission”. Our~MISSION FIRST~approach is designed to keep our customers fully engaged while becoming their trusted partner**

**We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence**

**Our mantra is “~Simple*Secure*Speed~” in delivery of innovative services and solutions**

Benefits

• Medical (100% Coverage for Employee)
• Dental
• Vision
• Basic Life (100% Coverage for Employee)
• Health Saving Account
• 401K
• Three weeks of PTO
• 10 Paid Holidays
• Pre-Approved Online Training