Help Desk Supervisor

Job not on LinkedIn

🕒 June 2

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

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IT Coalition

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2006

🔒 Cybersecurity

🏛️ Government

☁️ SaaS

Cybersecurity • Government • SaaS

ITC Federal is a mid-sized federal systems integrator that specializes in information technology solutions for government agencies. They focus on application development, DevSecOps, cloud infrastructure, cybersecurity, and compliance, leveraging innovative approaches to help clients achieve efficiency and value. ITC Federal emphasizes integrity and a commitment to delivering impactful solutions that drive mission success for their customers in both domestic and international arenas.

📋 Description

• Supervise staff of Help Desk and User Trainer Specialists who provide help desk and on-site support to end users • Assist in setting up and operating the end-user support program for major applications in support of specific projects • Set up overall user training programs, particularly for complex applications such as groupware and workflow packages, as well as litigation support and office automation applications • Set up facilities and procedures to ensure responsive support; train staff and establish help desk staffing schedules • Organize, prepare, schedule, and conduct training sessions for audiences that may include attorneys, paralegals, Government Case Managers, client agency staff, and other Contractor employees • Oversee and supervise help desk operations, including answering and responding to user phone calls and installing and troubleshooting litigation support packages on user desktops • Coordinate support with office automation support contractors and staff • Supervise teams providing search, retrieval, and reporting support to client attorneys; translate requests into effective search strategies, design output formats, and help resolve problems related to accessing databases

🎯 Requirements

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to be cleared at the time of application) • Authorized to work in the United States • Ability to work effectively in a fully remote environment • Hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported • Expert user of the Government’s word processing, spreadsheet, and email systems • Excellent oral and written communication skills • At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance • At least one year of teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications • Prior supervisory experience strongly preferred • At least one year of experience in automated litigation support, and experience with DOJ office automation environments • Certain applications may require certification by the software provider • Undergraduate degree valued

🏖️ Benefits

• Health, Dental and Vision • 401(k) • Tuition Reimbursement • Flexible Spending Account (FSA) • 11 Paid Federal Holidays • 3 weeks’ Paid Time Off