Senior Help Desk Support Service Specialist
Denver, CO, United States
Job Description Job Description
Eagle TG is seeking a dynamic, proactive, and self-starting Service Center Lead to join our team in Lakewood, CO.
Missing a certification for this position? Eagle TG will work with candidates that are otherwise fully qualified to help them obtain required certifications such as CompTIA Sec+, ITIL, CISSP, and other required certifications."
Compensation is based on geographical location, qualifications, and experience.
Responsibilities
Manages the Service Center supporting a large, multi-server environment and approximately 2000 customers at 3 geographically separated locations.
Manages and responds to complex IT technical support requests from end-users and leads the other Service Center Technicians in providing support.
Manages and documents customer support issues, remediation, and customer satisfaction using a structured system for task resolution.
Analyzes and resolves operational issues for technical support center, performs technical triage, and assists with the prioritization of tasks for other Service Center Technicians.
Collects supporting information, reviews the data, and prepares reports regarding technical support activity.
Oversees property accountability.
Manages event schedules and leads required technical and team meetings.
Conducts on-the-job orientation for newly assigned Service Center Technicians and directs additional technical training as required.
Requirements
Current or ability to obtain a US Gov't Medium Background Investigation (MBI) security clearance
5 years minimum computer support experience
Experience supervising and managing a team of Service Center Technicians
Comprehensive knowledge of the Windows OS and PC hardware architecture
Comprehensive knowledge of networking technologies
AAS or better degree in IT related field of study or equivalent
Current CompTIA A+ certification
Excellent speaking, writing, and verbal communication skills
Proficiency with Microsoft Office (Outlook, Word, PowerPoint, especially Excel)
Experience working directly with customers and stakeholders
Ability to work with diverse individuals, including cross functional teams
Desired
Experience supporting National Park Service IT services and systems
Bachelor's degree in IT related field of study or equivalent 4 or more years of experience
ITIL Foundation V3 or better
About Eagle TG
Headquartered in New Braunfels, TX, Eagle TG is focused on delivering enterprise application architecture, project management, and telecommunications solutions to federal, state, local government, and commercial clients. We deliver information technology support, solutions, engineering, architectures, telecom cloud solutions, and engineering and consulting services to Federal Government and commercial clients. We also specialize in fiber optic solutions, Cat-6 network cabling, and all other low voltage cabling solutions.
Eagle TG is owned by the Modoc Nation of Miami, Oklahoma, a federally recognized Native American Tribe, and is a registered SBA Small Disadvantaged Business and certified 8(a) company.
At Eagle TG, we know employee well-being is important. That’s why we’re committed to making resources available to you that will enable you to become happier, healthier, and more productive in all areas of your life. We offer a comprehensive compensation and benefits package including:
Generous PTO Package
11 Paid Holidays
Health Benefits Effective Immediately
401K and Immediate Company Matching
Education Assistance
Paid Parental Leave
All qualified applicants will receive consideration for employment without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. We are proud to be an affirmative action and equal opportunity employer.
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