Lead / Sr. Help Desk Technician #3583


  • US-VA-Alexandria
  • Information Technology
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We are seeking a Helpdesk Team Lead for an upcoming contract supporting the U.S. Army Geospatial Center (AGC) Information Management/Information Technology (IM/IT) Support II. The Helpdesk Team Lead will manage a team of IT Service Desk Analysts. The Team Lead is responsible for overseeing the day-to-day effectiveness of service provision and ensuring that targets are met.

  • Utilize Remedy ticket tracking system to document all support incidents.
  • Creates and maintains, detailed and complete, Helpdesk documentation
  • Reporting of metrics and KPIs for the Helpdesk.
  • Identify opportunities for automation, and assist with the development of automation systems to address those opportunities.
  • Participation with research, planning, scoping, implementation, and ongoing support for projects.
  • Participation in maintaining inventory of hardware, software, and support assets.
  • Capability to self-motivate, work independently and taking ownership of job responsibilities.
  • On-point, genuine interpersonal and written communication skills
  • Demonstrated Customer Service & Troubleshooting skill-sets
  • The ability to balance and prioritize multiple projects and remain calm under pressure.
  • Experience working with multi-tiered ticket handling/resolution systems
  • Provide tier 1 and tier 2 IT support.
  • Enforces IT standards and educate employees about compliance issues.
  • Performs other related duties as assigned


The position requires:


  • HS Diploma or GED
  • 7+ years in helpdesk experience with one year of leadership experience.
  • Exceptional leadership, time management, facilitation, and organizational skills
  • Current knowledge and experience using Remedy ticketing system.
  • TS/SCI Clearance
  • 8570 Level II Certification

*pending contract award


COVID Policy: New employees will be required to adhere to the Company’s and its clients’ COVID-19 safety procedures. In the event that the COVID-19 vaccination mandate for Federal Contractors is enforced, you must become fully vaccinated or request and be approved for an exemption. Employees working onsite at a client location must comply with our client’s COVID-19 requirements.

GovCIO is a team of professionals who want to make a difference. And that can only happen with a diverse, happy, and cared-for team. So, we prioritize your well-being, equity for all and look for ways to make work a better place for each of us every day.

We are an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status. EOE AA M/ F/Vet/Disabled

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