Yesterday
Top Secret/SCI
Mid Level Career (5+ yrs experience)
$125,000 - $150,000
Full Scope Polygraph
IT - Support
Columbia, MD (On-Site/Office)
Unison, a leading provider of COTS-based procurement and grants management solutions for the federal government, is seeking a Help Desk Lead. This will be hands-on, customer-facing role that operates as part of a team. This is an exciting opportunity that offers the ability to work with passionate people, the opportunity for growth, and a real ability to make a significant impact on business.
Primary responsibilities include:
· Managing a small team of Help Desk professionals
· Triaging and remediating tickets
· Handling ticket escalations
· Generating reports and conducting analysis of Help Desk activities
· Communicating with technical and functional teams to remediate issues
· Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
· Supporting configuration management process
· Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base
Experience, Skills/Abilities, and Education:
· Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
· Ability to work 8am to 4pm ET
· Exceptional written and verbal communication skills
· Experience in generating and analyzing reports desired
· Experience in configuration management desired
· Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
· Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
· Experience briefing, to include executive meetings, multiple stakeholder groups
Physical Requirements:
Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers.
At Unison, we invest in our employees with comprehensive benefits that support their health, financial security, and work-life balance. We offer nationwide medical, dental, and vision plans, company-paid life and disability insurance, and 401(k) plans with employer matching.
To help employees thrive, we provide generous sick, vacation, floating holidays, and paid parental leave. For your well-being we offer an Employee Assistance Program (EAP) for confidential support. Additional perks include FSAs, HSAs with employer contributions, legal assistance, and travel protection. At Unison, we prioritize your well-being, ensuring you and your family have the support you need to succeed.
Primary responsibilities include:
· Managing a small team of Help Desk professionals
· Triaging and remediating tickets
· Handling ticket escalations
· Generating reports and conducting analysis of Help Desk activities
· Communicating with technical and functional teams to remediate issues
· Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
· Supporting configuration management process
· Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base
Experience, Skills/Abilities, and Education:
· Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
· Ability to work 8am to 4pm ET
· Exceptional written and verbal communication skills
· Experience in generating and analyzing reports desired
· Experience in configuration management desired
· Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
· Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
· Experience briefing, to include executive meetings, multiple stakeholder groups
Physical Requirements:
Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers.
At Unison, we invest in our employees with comprehensive benefits that support their health, financial security, and work-life balance. We offer nationwide medical, dental, and vision plans, company-paid life and disability insurance, and 401(k) plans with employer matching.
To help employees thrive, we provide generous sick, vacation, floating holidays, and paid parental leave. For your well-being we offer an Employee Assistance Program (EAP) for confidential support. Additional perks include FSAs, HSAs with employer contributions, legal assistance, and travel protection. At Unison, we prioritize your well-being, ensuring you and your family have the support you need to succeed.
group id: 10111072
