1 day old

Customer Technical Specialist

San Antonio, TX 78205
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Business Group Highlights

Health

The Health group provides solutions to help government healthcare agencies lower administrative costs, reduce fraud and abuse, and improve the quality of services for individuals. We also provide analytics that combine clinical knowledge with big data technology and techniques to transform petabytes of data into meaningful solutions for our customers.

Responsibilities

Description:

The Desktop Technical Lead, reporting to the Desktop Support Supervisor is responsible for providing technical leadership for the desktop support staff to meet or exceed contract service objectives. The lead applies their extensive experience addressing complex issues consulting with all levels of the organization to drive immediate resolution and develop repeatable processes to address the issue in the future.

Responsibilities:

  • Provide support to Tier 1 Desktop Analysts, mentoring and assisting with desktop issue resolution
  • Enforce adherence to Service Desk policies and procedures
  • Promote a positive team environment and seamless communication within the Service Desk.
  • Interact with various 3rd party support groups to escalate/resolve Incidents and Problems.
  • Display and promote a professional sense of urgency.
  • Assist with customer inquiries. Serve as final escalation point before Sr. Leader involvement.
  • Manage contacts with customers, direct reports, peers, and independent vendors.
  • Participate in Incident auditing activities.
  • Ensure smooth transition of new/improved services to Svc Operation.
  • Coordinate with Training personnel to identify new/remedial App Support training needs.
  • Participate in the Management of Change (MoC).
  • Work special projects as required. Maintain all area documentation.

Qualifications

Skills:

  • Strong customer service and communications skills, both oral and written
  • Strong critical thinking skills that facilitate service delivery methodology innovation
  • Proven project management skills in setting priorities to meet project deadlines
  • Strong knowledge of Service Desk support environments
  • Strong analytical, presentation, and problem-solving skills
  • Experience mentoring personnel
  • Ability to establish a solid working relationship with customer, staff, managers and peers
  • Proven technical competency in the following areas:
  • Microsoft Office Products: Word, Excel, PowerPoint and Outlook
  • Microsoft Visio and Project
  • BMC Remedy version 8.x

Requirements:

  • Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
  • 5+ years of proven IM/IT leadership experience
  • Security+ Certified
  • Microsoft Certified IT Professional (MCP) preferred
  • Willing to travel 25 to 50% in support of onboarding new locations into the service desk support model
  • HDI certification preferred
  • A/AS Degree in Computer Science, MIS, or related field/equivalent experience
  • Relevant technical certifications
  • Must have or be able to obtain ITILv3 Foundations Certification

About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector.

Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories.

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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Industry

  • Information Technology
Posted: 2020-04-01 Expires: 2020-05-02

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

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Customer Technical Specialist

Perspecta
San Antonio, TX 78205

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