HELP DESK MANAGER

RS Information Systems (RSIS) is a premier federal systems integrator providing advanced technical and business solutions in Information Technology, Systems Engineering, telecommunications, scientific support, and management consulting. Due to our continued success in the government contracting industry, we are experiencing tremendous growth in revenue. With this revenue growth, we are seeking to attract and hire talented professionals in the IT, VTS and/or government contracting arena. RSIS has an immediate opening an Engineer for VIP Customer Support located in Arlington, VA. Responsibilities: Provide day-to-day technical assistance to Government agency and contractor personnel for PC, and associated software packages, network services and Internet applications. In-process and out-process personnel which can include requirements analysis, training and assistance as required. Install software on workstations and portable systems. Perform workstations and software upgrades as required. Requirements: 5 years of PC / Desktop support experience Strong knowledge of platforms and software Must be a clearable US Citizen (Active Secret Clearance required) Excellent analytical problem solving skills * Government Agency experience a plus] Familiar with Blackberry, Cell phones, printers, smartboards, tablet pc's, laptops and desktops is desired Positive personal and professional attitude in the area of customer service Must have excellent verbal and written communication skills and able to share knowledge with lower level analysts A+, MCP, or MCSA Certification is desired Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship is required. RSIS offers a competitive salary, training reimbursement, education reimbursement, and a comprehensive benefits package. If competitive skills drive you to a challenge, fulfill your destiny by contacting us today and Apply Online! RSIS is proud to be an equal opportunity employer. We pledge equal access to employment, facilities, and programs, regardless of race, color, creed, religion, sex, age, disability, national origin, veteran or marital status.

The Help Desk Managers role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance in a timely manner. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users, and Manages a team of support personnel who troubleshoot IT issues and provides technical refresh. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
They will ensure maximum issue resolutions in minimum time. Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user. They will require a bachelor's degree with at least 7 years of experience in the field. They should be familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals. Leads and directs the work of others. A wide degree of creativity and latitude is expected.

Essential Job Functions
? Trains and supervises help desk staff, individually and in groups.
? Delegates and schedules work among help desk staff.
? Advanced help desk problem resolution.
? Assesses help desk staff capabilities and ensure that procedures are followed.
? Learning all IT and Library help desk services.
? Schedule help desk staff and approves/analyzes timecards.
? Maintains appropriate printer supply inventory levels.
? Meets weekly with supervisor.
? Oversees computer lab and customer cluster availability and cleanliness.
? Communicates with other department members regarding policies and procedures.
? Covers hours for no-shows and emergencies
? Implements and enforces SOP policies
? Maintains Help Desk SOP material to reflect current policies and procedures
? Available in an on-call capacity for help desk problems.
Required Knowledge, Skills, and Abilities
? Management experience or education helpful
? Hardware and software experience helpful
? Familiarity of library resources and A/V equipment helpful.
? Completion of all training and job related projects
? Ability to effectively communicate verbally in person, on the telephone, electronically, and in writing.
? Ability to effectively train others in help desk procedures.
? Ability to understand and follow oral and written instructions.
? Strong attention to detail and effective problem solving skills are required.
? Effective organizational skills are required.
? Ability to meet an assigned work schedule (aside from class scheduling conflicts.)

The individual must posses these skills and abilities or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
People Successful in this Position
? Can prioritize
? Have good people skills
? Have good motivation skills
? Are available when help desk staff need assistance
? Like helping others
? Like learning new things and teaching others
? Like problem solving


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