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Senior Help Desk Coordinator job in Washington

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Job Ref:  RW247372
Employer:  General Dynamics US
Country:  United States
County/State:  D.C.
City:  Washington
18/10/2016 05:13
Job Description

General Dynamics Information Technology is seeking a professional; polished Senior Help Desk Coordinator to work in a fast-paced; challenging; and demanding environment for a highly visible Federal customer. The candidate will be experienced in the support of a web services; service desk; code release management; web services training and video streaming. This is a part-time on-site position located in NW Washington; DC.

� Manage the processing; coordination and facilitation of incoming requests to the Service Desk via telephone and e-mail to ensure courteous; timely; and effective resolution of end-user issues.

� Build and maintain content on a Drupal content management system (CMS).

� Create and manage user accounts; as requested

� Assist with end-user training on administering and publishing content on the CMS.

� Assist in the development; implementation; and administration of Service Desk team member training; procedures and policies; as requested

� Assess need for any front-end development reconfigurations (minor or significant) based on trends and make recommendations to Program Management

� Assist in the creation and dissemination of help sheets; usage guides; and FAQ lists for end users; as requested

� Analyze performance of Service Desk activities and documented resolutions; identify problem areas; and devise and deliver solutions to enhance quality of service and to prevent future problems

� On an as needed based; assist with video streaming


Bachelor's Degree in a related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience

� 8-10 years of directly related experience supporting help desk operations; including supervisory experience

� Must be proficient in HTML; CSS and Javascript

� Must be fully versed in the language of content management systems and able to train customers and Service Desk team members

� Must be familiar with front-end website development/design; change management; cloud environments; content distribution networks (CDN)


5-8 years of directly related experience supporting help desk operations.

Must be a U.S. Citizen and have the ABILITY TO PASS A BACKGROUND CHECK • Must be a self-starter that thrives in a fast-paced; challenging; and demanding environment • Strong written and verbal communications skills required • Must have diplomatic; can do; customer service problem solving skills • Attention to detail and the big picture • Strong in customer support and customer satisfaction.
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial NA approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support NA is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
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