1896 IT Help Desk Technician Lead with Security Clearance

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Job description

US CITIZENSHIP REQUIRED
THIS IS AN ON-SITE POSITION DESCRIPTION OF POSITION/DUTIES: Responsible for ensuring all IT Tier 1/2 Service-related Incidents and Service Requests are managed through the Incident Management Process from submittal to closure. Responsible for assigning and tracking Service Requests to the appropriate Tier 1/2 staff members Ensure appropriate Tier 1/2 staff are onsite during normal work hours or available during assigned telework hours. Provide clear guidance on task prioritization to team members, emphasizing the importance of deadlines, goals, and customer satisfaction. Interface with NASA Leadership, NASA Contractors, All Points Senior Management, and report Tier 1/2 Service Requests Metrics, Key Performance Indicators, and Customer Feedback as required. Provide support for unique "out-of-cycle" requirements to ensure successful customer support Ability to build, direct and maintain excellent team member relationships and morale based on positive leadership skills and open communications EDUCATION: Bachelor's degree in Information Management Systems, Computer Science, or a related technical field SKILLS/CERTIFICATIONS: Strong Microsoft Windows and Apple Troubleshooting skills Excellent verbal and written communication skills Previous IT Services Help-Desk Leadership skills Must have good command of the English language, oral and written ITIL4 Service Management Certification Applicable Microsoft and Apple Certifications Strong desire to learn and contribute to a team-based environment Strong attention to detail and an ability to manage multiple projects simultaneously IAT II Compliant (ex: Security+, Security+CE, etc) SECURITY CLEARANCE: FULL UNITED STATES CITIZENSHIP REQUIRED NACI/Public Trrust/Badging Positions with All Points are Full-time, Direct, and we offer a full benefit package. For more information, please visit our Career Portal. ALL POINTS IS AN EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION EMPLOYER

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