Help Desk Representative – Pre-Award

This is a fully remote position, open to applicants in United States.

📋 Description

• Accountable for managing daily help desk operations and ensuring the provision of top-notch IT support services in both cloud-based and on-premises settings.

• Oversee support teams, uphold service performance metrics, and collaborate with both technical and business stakeholders.

• Enhance processes, technologies, infrastructure, and personnel to evolve EDA into a scalable, distributed intelligence framework.

• Strengthen cyber security, structured governance, metadata lineage, and data transformation capabilities within the command.

⛳️ Requirements

• In-depth understanding of IT service management principles, with a focus on ITIL frameworks.

• Demonstrated ability to lead and manage technical support teams in fast-paced environments.

• Skilled in troubleshooting techniques and incident resolution.

• Practical experience with ticketing systems (e.g., JIRA, ServiceNow).

• Exceptional leadership, communication, and interpersonal abilities.

• Strong customer service focus with the capability to effectively manage user expectations.

• Competence in prioritizing tasks, handling multiple issues concurrently, and performing under pressure.

• Proven experience in managing a help desk or IT support team.

• Background in implementing and refining IT support workflows and processes.

• Established track record of ensuring SLA adherence and service performance.

• Practical experience with remote desktop management, enterprise device provisioning, and IT asset tracking systems.

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline, or a minimum of three (3) years of equivalent experience in IT service management.

• Preferred Certifications: ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+.

🏝️ Benefits

• EEO Commitment: All qualified applicants will be considered for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.