Lead Help Desk Specialist

TJFACT LLC - Totally Joined for Achieving Collaborative Techniques


Date: 3 days ago
City: Remote, Remote
Contract type: Full time
Remote
About Us:

Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority-owned, CVE-verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S. government agencies and organizations.

About the Position:

TJFACT is seeking to hire a well-versed Lead Help Desk Specialist (Remote) in Washington DC to support the Internal Revenue Service - IRS.

Please note that this role is contingent upon award.

Duties and Responsibilities:

  • Serve as the central point of contact for the management of all work performed.
  • Coordinate efforts of subcontractors, team members, and other contractors under the direction of the Government Program/Project Manager.
  • Supervise technical and administrative staff, including subordinate managers, ensuring all tasks are completed effectively.
  • Provide oversight and workload management for IT Service Desk assigned Contractor resources.
  • Assign, monitor, and adjust schedules to meet objectives and goals.
  • Negotiate and make binding decisions for the company.
  • Troubleshoot and resolve problems related to desktop and laptop computers, software, and hardware.
  • Apply customer service and support principles, including systems installed in customer organizations, training methods, and problem resolution.
  • Proficiently install and troubleshoot primary and peripheral computer software and hardware remotely.
  • Develop, review, and maintain policies, plans, procedures, processes, schedules, guidance material, and standards.
  • Ensure compliance with corporate and government policies and standards.
  • Administer and document subcontractor deliverables and financial activities.
  • Assure the quality of task products, services, and deliverables by participating in reviews, audits, and site visits.
  • Research and verify data in monthly status reports, including balances, costs, funding, and cost management.
  • Attend and actively participate in meetings, working sessions, and training as requested by the IRS.
  • Provide feedback on knowledge articles and processes related to IRS asset management systems.

Required Qualification:

  • U.S. citizen
  • At least 5-7 years of experience in relevant roles, including team leadership.
  • Proficiency with:
    • Aternity software
    • ServiceNow applications and software
    • eGain applications
    • Bomgar software
    • Microsoft Office products
    • Apple iOS software
  • Demonstrated supervisory and independent work skills with strong team leadership capabilities.
  • Proficiency in laptop/desktop computers, operating systems, and hardware technologies.
  • Strong customer service skills, both oral and written.

Preferred Qualifications:

  • Bachelor's degree from Accredited Institute.
  • Proven experience in a senior management role responsible for coordinating IT service desk operations.
  • In-depth knowledge of business operations as related to the service desk environment and systems.
  • Experience in developing and maintaining technical documentation, policies, and standards.
  • Ability to participate in technical reviews and audits, ensuring deliverables meet high-quality standards.
  • Strong background in financial and budgetary oversight for project activities.

Benefits:

  • Medical, Vision and Dental Insurance
  • 401-K plus match
  • Paid Vacation days
  • Paid holidays
  • Short Term and Long-Term Disability
  • Voluntary Term Life

TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.

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