Senior Helpdesk Technician

  Washington Suburban Sanitary Commission, Laurel, Maryland

 

Senior Helpdesk Technician

Information Technology Team

 

WSSC is one of the nation?s largest and most acclaimed water/wastewater utilities with a FY?06 budget of $730 million. The Commission?s workforce comprises 1,450 employees who serve approximately 1.6 million customers throughout a 1,000-square-mile sanitary district in Montgomery and Prince George?s Counties, Maryland. The Commission was honored as ?One of Maryland?s Best Places to Work? in 2004-05. Our vision is to become the world class provider for water/wastewater services. This is an opportunity to make a difference by marshaling cutting edge technologies that will enable WSSC to provide unsurpassed public service while maintaining the highest standards of environmental stewardship.Role & Responsibilities:

The Senior Helpdesk Technician is responsible for all levels of helpdesk support in a three-tiered Information Technology Call Center of WSSC which serves approximately 1,450 users in local and remote locations. The individual in this position is responsible providing solutions to escalated helpdesk tickets from other team members and managing the escalation of some issues to various Tier III support teams, application development, business units, and IT senior management when appropriate, to ensure users problems are managed as expeditiously and effectively as possible. This individual will follow-up on support issues with dissatisfied customers to ensure that problems are resolved and customer service is improved; provide reports on helpdesk operations, SLAs, and issues regarding the support of Information Technology resources; work closely with department contacts and peer IT managers on issues to improve customer relations and technical support; and assist fellow team members with helpdesk support issues. As a member of the Helpdesk team, the Senior Helpdesk Technician is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution ? regardless of the cause, systems affected, or internal escalation functions. Because Helpdesk support spans a broad range of issues from software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, the Senior Helpdesk Technician must demonstrate an aptitude for staying abreast all technologies in use within the organization. He/she must be able to lead multiple concurrent projects and oversee the technical staff of the helpdesk team to ensure that client specifications are met. He/she must have a firm understanding of the field?s concepts, practices and procedures and will rely heavily on his/her extensive experience and judgement to plan and accomplish goals.  The Senior Helpdesk Technician must be able to not only perform a variety of tasks and communicate complex messages to customers of various technical experience, but also lead and direct the work of others and set the example for quality customer service and professionalism. The Senior Helpdesk Technician will approach assignments with considerable creativity and innovation. As a senior IT professional, the individual will contribute to achieving the IT Departmental Work Plan and actively supports development and execution of Commission-wide Annual Action Items. This position reports to the IT Customer Support Division Manager.

This employment opportunity is located in Laurel, Maryland and requires the employee to sign an employment contract. No relocation assistance is being offered.Qualifications:

The individual we are seeking will satisfy all or substantially all of the following:

Bachelor's Degree in Computer Science, Information Technology or related field, OR five (5) additional years of relevant IT professional experience. 5 to 7 years of progressive helpdesk support experience in a hands-on Call Center environment within a large corporate environment. Demonstrated accountability in providing full-service helpdesk support ranging from areas of PC & peripherals, software and web applications, networking and server and database issues, according to set Service Level Agreements and IT procedures. Demonstrated expertise in operating systems, including Windows (required) and mainframe operating systems.  Experience using one or more of the following: HP Service Desk or equivalent, Change Management, or Asset Management applications. Experience implementing and following ITIL methodologies to proactively monitor infrastructure environments. CCNA and MS MCSE certification. For a complete job description, please visit: www.wsscwater.com.

If you are looking for an exciting and challenging opportunity with competitive compensation and benefits and you meet these qualifications, please e-mail your resume and salary history to: wssc-it-jobs @ wsscwater.com

And clearly identify Job Requisition No. 06-0248 in the subject line. You will receive an email acknowledgement within two (2) business days.

WSSC is an Equal Opportunity Employer.

APPLICATION MUST BE RECEIVED BY AUGUST 4th, 2006.