RES Help Desk Supervisor (Remote)

GovCIO is currently hiring for RES Help Desk Supervisors. These positions will be a fully remote positions within the United States.

The RES Help Desk Supervisors oversee Help Desk Engineers who perform daily activities that are vital to the operation and support of Veteran Affairs for a new system acting as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. The supervisor will support the team as they facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support. 

There are two shifts for the HD Supervisor

• 7am Est to 4pm Est
• 10am Est to 7pm Est

Required Skills and Experience

• Bachelor's degree with 5-8 years (or commensurate experience)
  • Minimum of 2 years of experience supporting public-facing helpdesk or equivalent 
  • At least 5 years total professional experience 
• Proficiency in MS Word, Excel, and PowerPoint 
• Organized, self-directed, and able to work with minimal supervision·       
• Strong understanding of help desk and ticketing system (ServiceNow)
• Strong communication skills for professional interactions with end users and stakeholders
• Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
• Ability to work with cross-functional teams, including project managers, developers, and IT staff
• Dependability for providing support during designated hours, ensuring timely response and resolution
• Support & Training: Serve as the initial point of contact for the HD Engineer who are supporting end-users regarding the new system, providing support via phone, email, or in-person. Develop, maintain, and conduct training sessions and user manuals.
• Troubleshooting & Diagnosis: Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues.
• Ticket Management: Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance.
• System Configuration & Maintenance: Assist with user account setup, permissions, and system configurations. Ensure the new system is properly updated.
• Escalation: Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation.
• Documentation: Maintain up-to-date documentation on user procedures, FAQs, and system known-issues. 
• Technical Proficiency: Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.].
• Communication: Excellent verbal and written communication skills to explain technical processes to non-technical users.
• Problem-Solving: Strong analytical skills to diagnose issues.
• Experience: Previous experience in a help desk or IT support role.

Clearance Required:

• Ability to obtain and maintain a Suitability for Public Trust clearance.