IT Service Desk Task Lead

Company: Koniag Government Services
Location: Albuquerque
Posted on: November 26, 2022

Job Description:

Kadiak, a Koniag Government Services company, is seeking a qualified IT Service Desk Task Lead with experience managing an IT Service Desk to join our dynamic team in Albuquerque, NM. Pursuant to PL 93-638, as amended, Preference will be given to qualified applicants who are a member of a Federally Recognized Native American Tribe.We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.Essential Functions, Responsibilities & Duties of the IT Service Desk Task Lead include:

• Aid in own self-development by being available and receptive to all training made available by the company.
• Analyze, evaluate, and/or make recommendations for improvement in the efficiency of internal processes, administrative operations, organizations, or management.
• Assist in the development of directives and the design, development, documentation, and implementation of various reporting systems.
• Develop and maintain project plans and reporting requirements in accordance with customer direction for all assigned tasks.
• Ensure timely process through which problems are controlled. Includes problem recognition, research, isolation and follow-up steps.
• Establish individual and team goals, ensuring timely completion of projects, developing/maintaining quality customer relationships, interviewing/hiring of all resources, performing employee performance evaluations, handling staff issues, and approving timesheets.
• Identify, organize, direct, coordinate, and report the status of planning and production of all activities associated with assigned delivery order projects.
• Initiate, implement, and/or oversee routine or as needed administrative and managerial project-related activities, including creating analysis and feedback tools, schedules, work plans, management reporting tools, testing plans, meeting planning and materials, training plans, and other related tasks.
• Integrate Koniag Core Competencies into daily functions, including:
  • Communication
  • Compliance
  • Dependability
  • Flexibility
  • Initiative
  • Knowledge of Work
  • Quality of Work
  • Quantity of Work
  • Teamwork
  • Customer Service
  • Perform on-site installations and provides start-up or cut over guidance on applications that require significant deployments and/or data conversion efforts.
  • Perform tests during application development, assists with application documentation, familiarizes personnel with applications, conducts on-site installations, provides direct user support as well as other forms of assistance to program and project leads.
  • Plan, conduct and direct the analysis of IT problems, and provides technical expertise in identifying, evaluating and recommending IT systems solutions to specific situations to improve the efficiency of internal administrative operations, organizations, or management.
  • Plan, develop, and provide training on assigned software applications, working with established instructional design concepts and guidelines for effective training materials.
  • Provide problem-solving support (by phone and in-person) to users using information center tools.
  • Provide supervision of contract IT development, maintenance, and support activities, including task delegation, monitoring, and status reporting.
  • Provide support for e-mail, directories, standard Windows desktop applications, in addition to specific customer applications.
  • Serve as the initial point of contact for Service Desk support for agency programs.
  • Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
  • Support a wide range of IT management activities including strategic planning, workforce planning, policy and standards development, resource management, knowledge management, management, and auditing.
  • Use proper troubleshooting techniques, analyzes user-related problems in assigned applications and applies or recommends solutions.
  • Other duties may be assigned. Qualifications:
    • Minimum of 10 years' experience, 5 years of which must be specialized in Service Desk Management.
    • Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or other related discipline, or equivalent experience.
    • Customer service skills and excellent communication skills (verbal, presentation, and written).
    • Additional Certifications highly desired.
    • Mid-level personnel resolve less complex problems immediately, while more complex problems are elevated to senior or supervisory personnel. Required Skills and Competencies:
      • Ability to adapt to quickly changing priorities
      • Ability to provide support for all peripherals and mobile devices
      • Ability to take a proactive approach to problem solving
      • Demonstrate a proven record of successful execution in a cross-team collaborative IT environment
      • Knowledge of Microsoft Windows and Microsoft applications
      • Knowledge of service ticketing systems such as BMC Remedy 7.6 +, ServiceNow, HEAT 9.5
      • Positive customer service attitude.
      • Proactive approach to problem solving
      • Proven record of successful execution in cross-team collaborative IT environment
      • Strong documentation, diagramming, and reporting skills
      • Able to obtain a public trust security clearance. Preferred Skills:
        • ITIL V3/2011 Foundations Certified.
        • HDI Support Center Manager, Desktop Support Technician or Manager, Customer Service Representative.
        • Experience with Adobe Connect Location/Travel:Albuquerque, NM 87109. No travel is anticipated.Clearance Requirement:U. S. Citizen with ability to obtain an MBI Public Trust clearance.Working Environment & Conditions:This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The work load may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.Our Equal Employment Opportunity Policy: The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations. This contact information is used for accommodation requests only and cannot be used to inquire on a status of your application.About our Company:Kadiak, LLC (Kadiak) is an Anchorage, Alaska based professional services firm specializing in federal contracting compliance & management, tribal sovereignty & law, and cultural and environmental resource management. Kadiak is owned by Koniag, Inc., an Alaska Native Regional Corporation (ANC) formed pursuant to the Alaska Native Claims Settlement Act of 1971. Kadiak is certified in the Small Business Administration's 8(a) Business Development Program.Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352#LI-CT1

Keywords: Koniag Government Services, Albuquerque , IT Service Desk Task Lead, Other , Albuquerque, New Mexico