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RES Help Desk Supervisor (Remote)
GovCIO
- Montgomery, Alabama, United States
- Montgomery, Alabama, United States
Über
Responsibilities The RES Help Desk Supervisors oversee Help Desk Engineers who perform daily activities that are vital to the operation and support of Veteran Affairs for a new system acting as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. The supervisor will support the team as they facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support.
There are two shifts for the HD Supervisor
7am Est to 4pm Est
10am Est to 7pm Est
Qualifications Required Skills and Experience
Bachelor's degree with 5-8 years (or commensurate experience)
Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
At least 5 years total professional experience
Proficiency in MS Word, Excel, and PowerPoint
Organized, self-directed, and able to work with minimal supervision.
Strong understanding of help desk and ticketing system (ServiceNow)
Strong communication skills for professional interactions with end users and stakeholders
Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
Ability to work with cross‑functional teams, including project managers, developers, and IT staff
Dependability for providing support during designated hours, ensuring timely response and resolution
Support & Training:
Serve as the initial point of contact for the HD Engineer who are supporting end‑users regarding the new system, providing support via phone, email, or in‑person. Develop, maintain, and conduct training sessions and user manuals.
Troubleshooting & Diagnosis:
Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues.
Ticket Management:
Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance.
System Configuration & Maintenance:
Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated.
Escalation:
Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation.
Documentation:
Maintain up-to-date documentation on user procedures, FAQs, and system known‑issues.
Technical Proficiency:
Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.].
Communication:
Excellent verbal and written communication skills to explain technical processes to non‑technical users.
Problem‑Solving:
Strong analytical skills to diagnose issues.
Experience:
Previous experience in a help desk or IT support role.
Clearance Required
:
Ability to obtain and maintain a Suitability for Public Trust clearance.
Salary USD $67,000.00 - USD $80,000.00 /Yr.
Benefits
Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility ProgramPet Insurance
Flexible Work Environment
*Available to full‑time employees
We are an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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