Job Title:
SENIOR HELP DESK SUPPORT SPECIALIST

Company: Arrow Alliance Industries, LLC (Norman, OK)

Location(s):
Washington, DC or Lakewood, CO

Job Description:

Arrow Alliance Industries is currently seeking a highly qualified Senior Help Desk Support Specialist interested in joining our team of professionals to provide support to the Bureau of Indian Affairs (BIA).

Responsibilities:

• Ensure that the service desk is responsive to end user problems.
• Develop a communications plan that outlines the procedures and feedback
• processes for the dissemination of information to customers and for the systematic gathering of
• feedback.
• Responsible for directly managing all day-to-day operations and monitoring problems as they are reported for both service desk
• locations.
• Record all calls into the NPS supported Service Desk Ticketing system.
• Service Desk employees are responsible for recording required data (Customer contact
• information, issue to be addressed, etc.) for each call.
• Accept, troubleshoot, triage and prioritize all support requests and then collect, document and store (knowledge database), and present information to agency users via the Service Desk Ticketing system. Referenced information to include in the support ticket will include, but is not limited to, Policies, Procedures, technical information, Frequently Asked Questions (FAQ), and contact information.
• Research technical documentation, determine the urgency, provide instruction to the user, and either close the ticket or escalate the call. The Contractor shall monitor the escalated tickets to insure they are being resolved according to defined SLAs and completing/closing tickets timely.
• Assist in the maintenance and update service desk technical reference information, support communications and the Knowledge management database.
• Notify the government team lead when data becomes outdated and coordinate the updating of the documentation.
• Make every effort to resolve all issues at the time of ticket acknowledgement. This will be the initial method for resolving issues at the lowest possible tier level before escalating the ticket for additional support.
• Log and assign priorities for all requests not resolved at the time of the call as defined by internal client policies and procedures based on specific definitions.
• Adhere to the client operating procedures and any existing service level agreements.
• Review and escalate any negative Customer complaints to the COR with full ticketing information and tracking of all e-mails associated with the ticket.
• Adjust workloads when new products, applications, system configuration changes, and security enhancements that are approved and released.
• Attend project meetings and training sessions when new products and applications are rolled-out.
• Provide monthly service level metrics reporting for all areas of support

Preferred Experience:

• Bachelor's Degree

Education and Experience:

• Associate’s degree or Certificates from technical training institute
• A minimum of five years of computer support experience required
• Familiar with standalone and network computers, local area networks and wide area networks.
• At least five (5) years of specialized experience including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking and mail standards.