01 Dec
Helpdesk/Enterprise Service Desk Lead
Washington, Washingtondc 00000 Washingtondc USA

Vacancy expired!

Job title: Helpdesk/Enterprise Service Desk Lead

Location: Stafford, VA

Status: Full-Time

About Us: RTL Networks, Inc. is a rapidly-growing company primarily focused on providing information technology (IT) support services and personnel to a variety of commercial and government customers for long term contracts. By providing a wide array of professional services and products, we help our customers leverage technology and operate with total confidence in the predictability, security and reliability of their technology resources in order to meet business objectives.

Job Purpose or Summary: Lead the team responsible for providing local and remote Tier-1 event handling Monday-Friday, 0600-2200 ET with on-call support at all other times. The ESD currently receives trouble calls via Remedy tickets, phone calls, emails, chat messages, and walk-ins. The ESD also provides Tier-1 support for managing user accounts and mobile devices. They also provide Tier-1 support for the MCRISS legacy system and the MCRISS II system. They currently use two versions of BMC Remedy 19.08 to centrally manage RCEN events, incidents, and trouble tickets.Other responsibilities of the team headed by the Enterprise Service Desk Lead:
  • Tier 1 personnel manage and/or resolve all requests, incidents, account creations, permissions modifications, and changes during normal duty hours.
  • Provide on-call Tier 1 remote support coverage 24x7x365, to include outside of normal hours via government-provided duty-phone with a 60-minute response time on Sat/Sun/Holidays from 0700-2200 ET. Between the hours of 2200-0659 ET, a 120-minute response time is required.
  • Provide surge support (e.g. or staffed above normal capacity during normal duty hours when necessary) to support special events with anticipated need for increase ESD support (e.g. higher call volume). Anticipate 5-10 of these events per year; each of which will be coordinated at least 72 hours in advance.
Applicant selected for this position must be able to obtain and/or maintain a security clearance or access.U.S. Citizenship required. Chosen applicants will be required to pass pre-employment drug screening and a criminal background check. We are an Equal Opportunity Employer.

Vacancy expired!


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