Customer Service/Help Desk Lead

Proposed duties and responsibilities:

This position will oversee the Help Desk Team responsible for the oversight of the all customer support activities and ensuring that the technical solutions and schedules are implemented in a timely manner.  Customer Service/Help Desk Team Lead acts as the project’s principal Quality Control Representative. This position will monitor help desk activities, coordinate training sessions, monitor progress of help desk tickets, prioritize help desk activities, ensure users are getting the proper response needed to fulfill requirements, and advise other help desk professionals of help desk activities when needed.  He/She also acts as the primary point-of-contact for all customer-related activities and outreach.  He/She must possess excellent verbal and written communication and presentation skills.

Maintain, analyze, troubleshoot and repair all supported computer systems, hardware and computer peripherals including ViTS/Audio/Visual equipment.  Replace and/or upgrade hardware when required. Provides onsite hardware installation and maintenance for computer and peripheral equipment and software applications, particularly Microsoft Windows and Windows applications

This position will also maintain and monitor domain user accounts along with the required permissions to various resources.  Evaluate and install software, operating systems, and various patches.  Also needs to have a basic understanding of network fundamentals.

Relevant Skills Required:

Hardware:                  DCSE Certified Technician (Workstations/Portables/Servers) preferred
PC (Intel and Compatible systems), Networking components (switches/routers/wireless WEP & WPA) and HP Printers, ViTS/Audio/Video Equipment (Tangburg, Clearone, Polycom, NEC Projectors, Panasonic Monitors)

Software:                    VMWare, Cisco VPN, Microsoft Office 2007 including Outlook, Symantec/Norton AntiVirus, Symantec Ghost, Microsoft Internet Explorer, Microsoft Visual Basic, Mozilla Firefox, Adobe Photoshop and Acrobat Acrobat

Operating Systems:     Windows XP Professional and Server 2008 with Active Directory scripting preferred

Languages:                 HTML, ASP and Visual Basic, .NET preferred

Security:                     PKI and PGP preferred

Managerial tasks include:

      Ensure that help desk has the proper support and even amount of tasks

      Take on any additional tasks needed if help desk is overloaded

      Have interviews with customers to ensure their tickets are handled properly.  Report back to operations lead with results

Weekly Expectations:

o   Meet with Senior  IT Management to discuss issues and improvements needed along with success stories

o   Send e-mails to select users to spot check help desk operations

o   Identify time frame it takes for help desk tickets to be opened and closed

o   Work with Sysadmin team to ensure updates have proper training/documentation to be sent out to the users.  (Note all documentation that is sent to the users needs to be reviewed by Project Manager before being sent)

o   Identify training needed for interoperability between help desk and sysadmin team.  Set up 1 hour per week to discuss/train on a topic

o   Relocations and work all logistics for phone and computer moves

o   NASA Staff Meetings

Monthly expectations:

o   Status report to be delivered to Project Manager

o   PMR (Project Management Review)  report to be delivered to Senior IT Management

Quarterly expectations:

o   Quarterly maintenance (Document process)

Training tasks include:

      Setup up training for new users to acclimate them to the NASA IV&V IT environment

      Identify training needs every year for products to ensure users are kept up to the current technology

      Provide/Coordinate training classes to users in a group setting when new products are delivered to the NASA IV&V community.  Responsibilities will also include updated any relevant documentation on the IT help desk pages to ensure training is available online

      Setup Online training for users as to minimize recurrence of training classes

Systems Administrative tasks include:

      Test and analyze  new software for deployment

      Assist network engineers with software development

      Check Event Logs and develop strategy to remedy problems that may arise

      Monitor User Accounts and Permissions

      Track owner of all workstations/laptops via Active Directory

PC Maintenance Technician III tasks include:

      User help desk support

      Maintenance of all desktop/laptop systems

      Create/deploy ghost images for each PC to expedite system builds

      RMA defective parts via Dell Premier Access

      Perform hardware and software upgrades

      Network printer maintenance and upkeep

      Local user back up/restoration of critical data

      Respond to all virus related occurrences immediately and repair  any infectious files

      Contact vendors for purchasing products and resolution of problems

      Provide LAN drop connections for network hardware

      Cut/crimp straight and twisted pair cables for desktop/wiring use

      Alcatel VoIP phone set installations and service to desktop