Position Summary The Help Desk Supervisor (AKA : Manager of Client Support Services ) plays a critical role in ensuring the quality and experience of service that we provide to our managed services customers.

S / he provides leadership to a team of Consultants and directs managed services best practices that are efficient, effective and meet good business principles.

In collaboration with Centre’s Director of Managed Services, this individual determines the appropriate team skills, processes, resources and tools necessary and is accountable for the quality of our Managed Services delivery team’s work.

S / he also drive continuous improvement to the quality of services and innovative delivery models. S / he also serves as a key member of the Centre Management Team and is expected to facilitate overall business planning, prioritization and collaboration.

To be considered for this position, all applicants must complete the following assessment : Manager of Client Support Services Essential Duties and Responsibilities Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Managed Services infrastructure and systems.

Manage financial aspects of the Managed Services Department, including purchasing, budgeting, and budget review. Service Desk and Operations delivery methodology innovation leveraging social, self-service and other automated ways to provide highly responsive managed services.

Provide evidence or proof of process and methodology via customer documentation and auditable standards. Develop and maintain monthly and quarterly Service Desk and Operations business and performance review meeting templates.

Manage the deployment, monitoring, maintenance, development, upgrade, and support of all Managed Services systems, including servers, PCs, operating systems, hardware, software, and peripherals.

Ownership and continuous improvement of Centre’s Managed Services delivery toolset. Develop and maintain Managed Services billing processes.

Maintain repository of Centre’s Managed Services guidelines, processes and templates. Responsible for driving new and existing business and assisting with presales opportunities.

Responsible for maintaining Quality, Security, Compliance, and Assurance for all Managed Services clients. Responsible for complete onboarding process for all net new clients.

Manage Managed Services staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Encourage and maintain proactive client management. Ticket Escalation & Critical Issue Management. Maintain and exceed client SLA’s.

Communicate with all parties in a constructive manner to guarantee customer expectations are met. Ensure communication of escalated issues to customers : keep them informed of progress, and notify them of impending changes or agreed outages, etc.

Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. Assist the managed services team in design and development tasks.

Review and approve the managed services team’s time and expenses sheets in ConnectWise Enter all work as activities, service tickets, or project tickets into ConnectWise.

Education / Experience / Certifications Bachelor’s Degree required 5+ years hands-on leadership experience Must possess excellent knowledge and experience using Microsoft Word, Microsoft Office, Excel, and Access Windows 8 / 10 Windows Server 2012 / 2016 Microsoft Windows Administration tools (AD Users and Computers, DHCP, DNS, Group Policy, Sites and Services, etc.

Microsoft Active Directory (Architect, Implementations, Migrations) Microsoft Exchange (Architect, Implementations, Migrations) Citrix Technologies (Architect, Implementations, Migrations) XenServer XenApp XenDesktop Web Interface Secure / Access Gateway NetScaler & WANScaler Backup / DR strategies (Architect, Implementation and Administration) Systems Upgrades including security patch management Monitoring of system utilization and application performance Understanding of network infrastructures and troubleshooting various networking protocols including but not limited to TCP / IP, DNS, DHCP, etc.

Experience with various network hardware systems such as but not limited to Cisco Switches, Cisco ASA,HP ProCurve, Sonicwall, Fortegate Experience with various Enterprise level server hardware such as but not limited to Dell PowerEdge servers, HP ProLiant Blade servers, Cisco UCS servers, etc Experience with Enterprise Storage solutions such as but not limited to ExaGrid, Compellent Work Environment and Physical Demands Work primarily in a climate controlled environment with minimal safety / health hazard potential.

Occasional lifting (up to 10 pounds and occasionally lift and / or move up to 50 pounds) may be required Reasonable accommodations can be made to enable individuals with disabilities / injuries to perform the essential functions of this role.

The noise level in the work environment is moderate. Some regional travel and frequent local travel required. Powered by JazzHR

POSITION SUMMARY / RESPONSIBILITIES

Responds to all trouble calls concerning on-line service, network or end-user related problems. Provides an interface for end-users seeking assistance.

Documents problem calls and either solves or ensures timely escalation to appropriate support level. Promotes the Health System's Guest Relations Policy.

EDUCATION / EXPERIENCE A

ssociates degree or equivalent experience is preferred. Specialized courses in Information Services are preferred.

Responsibilities

OBXtek is looking for a PC Technician / Help Desk to fill an opening at Lackland AFB. The overall project mission is to have expert support to assist in maintaining the integrity, continuity and daily administration of the Air Force Medical Readiness Agency IT support organizations.

The role of the PC Technician is to support and maintain computer systems, desktops, and peripherals. The person will also troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required.

Responsibilities include :

• Monitors and responds to hardware, software, and network problems utilizing hardware and software testing tools and techniques.
• Interfaces with vendor support service groups to ensure appropriate notification during outages or period of degraded system performance.
• Assists with installation of terminals and associated hardware.
• In support of microcomputer applications, analyzes requirements; creates, designs and develops requirements in required media;

provides program support; tests, debugs and writes documentation as required.

• Provides customer assistance support in setting up microcomputers and / or installing software packages, when required.
• Provides user training for hardware / software products; identifies problems and resolves hardware / software / network malfunctions;
• performs minor hardware / software / network maintenance such as board replacement, cable switching, communication assistance, hardware (printers) installation / replacement;

interfaces with mainframe, LANs, Networks, provides analysis support for such requirements.

Operates the computer consoles; following prescribed scheduled work sheet instructions. Responds to basic console message error halts and report unusual occurrences to appropriate personnel.

Isolates causes of machine stops or malfunctions and initiates corrective action to fix and prevent future problems.

• Performs Start Up, Power Off, Shut Downs and Power Failure Recovery procedures when required.
• Promptly and accurately reports all maintenance calls. Notifies vendors of software and hardware problems. Works with vendors to correct system faults.
• Supports functional users in troubleshooting computer related problems. Polite, patient, and customer focused assistance is a must.

Notify users of modified input data / format requirements.

• Adhere to AF, DHA, JBSA Lackland, 59 MDW, and AFMRA regulations concerning Computer Operations.
• Support users in the structuring of requests and inquiries with a user oriented language; identifies possible technical problems in the terminal, communication lines or the computer system;

and advises the terminal user of where and how to acquire appropriate technical assistance.

Use trouble ticket software (Remedy or other method as mutually agreed upon by COR and Site Lead) to document and maintain all user trouble calls.

A ticket number will be given to the customer when the ticket is created.

• Conducts on-the job orientation, demonstrates how to operate equipment, loads new software releases, submits Communications-Computer Systems Requirements Document (CSRD) and System Change Requests (SCR), and assists functional users with any system problems they may encounter.
• Conducts all In / Out processing of AFMRA, AFMSA, and 1 MRS personnel.
• Perform approximately 1,200 CAC resets per year.
• Operates in the position of alternate ISSO, and Telecommunications Officer (TCO).
• Provides overall support for VTCs, provide VTC support service until the completion of the event, provide training on VTC equipment, configuration of user log-on routines, maintenance of workstations, and associated peripherals.

Qualifications

Must be a US citizen and have an Active Secret Clearance.

Must possess as a minimum Security + Certification.

Four (4) years of experience in computer system / network support. Includes one (1) year of specialized experience related to Hardware PC Technician.

Four (4) years of experience with : PC Network, Windows OS and Active Directory.

Security Clearance

Secret

Company Information

Headquartered in McLean, Virginia and founded in 2009, OBXtek is a fast-growing leader in the government contracting field.

Our mission is Our People Our Reputation. Our people are trained professionals who enhance our customers’ knowledge and innovation using technology, collaboration, and education.

We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement plans and much more.

As a prime contractor for 93% of our current work, OBXtek pairs lessons learned across disciplines with industry standard quality practices such as CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO.

Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.

OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law.

Options

Duties and Responsibilities :

• Establish guidelines and procedures for efficiently addressing infrastructure issues assigned to System Administrators and Help Desk Analysts.
• Supervise System Administrators and Help Desk Analysts in day-to-day activities. Ensure the team is closing out help desk tickets promptly and completely.
• Mentor, coach, and lead the System Administrators / Help Desk Team. Perform semi-annual performance reviews.
• Analyze trends with appropriate metrics and key performance indicators to help IS team be more proactive and less reactive.
• Develop and enhance troubleshooting techniques so that issues are resolved quickly.
• Responsible for ensuring effective communication and ticket status / updates are made timely.
• Effective troubleshooting to encompass PCs, Printers, Tablets, MS Office, and other related hardware / software business tools.
• Monitor and maintain software and equipment to maximize availability.
• Work with other IS technical team members to ensure timely project and initiative completion.
• Address incoming requests / issues from business users of a more complex nature.
• Work cross-functionally with other teams to address problems that require more experience than is available on the team.
• Follow up with customers on the timeliness and quality of support calls.
• Help identify and implement new and innovative solutions for customers.
• Document all pertinent user information and the nature of the problem or issue as developed in Help Desk procedures.
• Build a rapport and elicit problem details from CHG technology customers.
• Process, maintain, and track end-user system access permission forms. Assist end users with questions about system access, passwords, and security policies and procedures.
• Prioritize help queue based on business production issues and make assignments of tickets to team members based on timing and ability.
• Follows up on open tickets and escalates when required.
• Identify and support IS team cross-training when and where appropriate to build bench strength.
• Administer, install, and proactively maintain server software such as MSCCM, MS Forefront, and Identify Management.
• Administer and maintain end-user system accounts, permissions, and access rights.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Maintain inventory control of technology equipment.
• Maintain the help ticketing knowledge base.
• Pursue training and educational opportunities.
• Research and study trends, market shifts, and news related to our business and technology.
• Expand knowledge of the business in general and understand the company's concerns not necessarily related to IS.

Minimum Job Requirements :

Education / Certifications :

• An IS / IT-related Associate’s or Bachelor’s degree from an accredited university is preferred.
• Extensive direct and relevant work experience may be substituted for degree requirements.
• Must possess and maintain a valid driver’s license.

Experience :

• Certification in at least one technical area (A+, Network+ or MCP); degree can be substituted
• 6+ years of experience in a mid to high-volume, technically complex support role.
• 5+ years of trouble IS infrastructure issues of a more complex nature.
• 5+ years leading a help desk support function for a mid to large organization.
• 4+ years of experience with Windows and Microsoft Office applications
• 3+ years of experience in user password management and administration within Windows AD
• Solid knowledge of desktop and laptop computing hardware.
• Experience with LAN WAN implementations and troubleshooting.
• Experience with e-mail systems in particular Outlook / Exchange.
• With remote communications and troubleshooting tools.

Knowledge, Skills, and Abilities :

• Ability to work with all levels of the organization.
• Lead and inspire other members of the infrastructure team.
• Excellent written and oral communication skills.
• Willingness to take the initiative and to follow through on projects.
• Excellent software and hardware troubleshooting skills
• Ability to work effectively with diverse groups of associates and consultants ranging from entry-level to executive-level positions.
• Analyze and resolve complex software problems with effective solutions.
• Research independently and pursue self-educational opportunities
• Manage multiple tasks, often with competing deadlines.
• Work independently and in a team environment.
• Project a professional image both over the phone and in person.
• May travel up to 10% of the time both domestically and internationally.

Supervisory Responsibilities :

• Supervise IS System Administrators and Help Desk Analysts.
• Supervise the work assigned to outside contractors.
• Mentor, coach, and inspire the System Administrator / Help Desk Team.
• Perform semi-annual performance evaluations and reviews.

Working Conditions and Physical Effort :

• Work involves light exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness, and / or noise.
• The work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards.
• Light physical effort is required, such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed;

utilizing fine dexterity, the ability to see, hear, and communicate with associates and others through professional etiquette.

Personal protective equipment, as defined by C.H. Guenther and Sons, will be provided.

Expectations :

• Must be self-motivated and willing to take on new challenges while working creatively to deliver results.
• Lead infrastructure IS System Administrators and IS Help Desk Analysts to promptly complete work and resolve issues.
• Must be able to work well in a team environment.
• Will demonstrate, promote and exemplify the Company’s Core Values in People, Quality, and Growth.

We are proud to offer competitive compensation and benefit programs that include medical, dental, vision, flexible savings account, health savings account, 401K matching savings plan, employee assistance program, wellness programs, life insurance, AD&D insurance, disability insurance, tuition reimbursement, student loan counseling, employee referral program, paid time off, and more!

C.H. Guenther & Son and its subsidiaries are E-Verify participating employers.

All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required.

AA / EEO / Drug-Free Employer

Job Description

The Fort Belvoir Community Hospital’s Information Management / Information Technology (IM / IT) Department is looking for a Tier III Help Desk Technician to assist 5,500+ customers when they experience any procedural or operating difficulty with the use of IT applications, products or services.

Complex and / or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Tier III Technician is responsible to ensure that an effective solution is provided to the user.

The key to success in this position is to effectively, professionally, and respectfully represent other IM / IT staff members, teams, and their services to the FBCH (client) community.

A Help Desk Tier III Technician may serve as a Team Leader, if appointed by the Government Help Desk Supervisor.

Required Skills :

• Troubleshoot and solve common network issues using physical and logical diagnostic tools.
• Troubleshoot and solve common Microsoft based platforms (Windows XP, Windows 7, Microsoft Office Suite, Etc.) and common hardware used throughout FBCH (Dell, Lenovo, and HP).
• Work within and between diverse technical teams knowledgeably and capably to resolve large-scale issues.
• Record required customer and problem information into the Remedy Trouble Ticketing System. Updates tickets with appropriate journal entries of activities
• and closes tickets with resolution entered upon completion of the job.
• Handle customer interactions with diplomacy and tact, gauging the customer’s technical ability and communicating with them in appropriate technical or non-technical language to resolve the issue.
• Support incident, problem, and request management processes leveraging ITIL service framework with best-business practices.
• Work independently on special projects.

As needed) Identify and lead Help Desk level projects; work with the Project Management Office to provide technical support to projects.

• Tie in knowledge and past experiences in solving problems that arise on the job particularly those relating to Active Directory (Account Management, Organizational Units, Mailbox Management, Exchange features), Network, LAN, and VLAN (troubleshooting and setting up printers on network, identifying network versus local based issues).
• Participate in rotational On-Call service which provides after-hour support to high-priority tickets.
• Lift and / or carry 5-50 lbs. and pushes / pulls carts, if necessary.
• Favorable National Agency Check with Local Agency Check and Credit (NACLC) Investigation or Active Secret Clearance Required

Preferred Experience :

Maintain CompTIA continuing education program requirements for existing certifications, e.g. Security+, A+, and Network+.

Minimum Security+ certification required.