Help Desk Lead, Knowledge Base Article and Reporting

Role Overview

• Develops knowledge base articles (KBAs) and customized reports to support Service Center operations, tracking key performance indicators (KPIs)
• Identifies and develops KBA’s and customized reports relating to all of Service Center including first contact resolution rate and other identified Service Center KPI’s.
• Identifies trends and analyzes current support models and incident trends to develop new processes and procedures.
• Manage and document customer support issues, internal support processes, identify required processes and improvement to current processes, identify and report remediation and customer satisfaction reports using a structured system for task resolution and document support models.
• Analyze and resolve operational processes for the technical support center.
• Assist the Service Center Lead(s) and Federal Functional Lead in prioritizing tasks and procedures for the Service Center.
• Identify, develop, and provide customized reports and knowledge base articles for technical support activity, property accountability, meetings, and event schedules.
• Other duties as assigned.

Requirements

• Associate’s degree or Certificates from technical training institute
• A minimum of three (3) years of computer support experience
• Familiar with standalone and network computers and associated peripheral devices
• Requires successful completion of a Public Trust Adjudication.
• Must be able to pass a background check
• Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner
• Exceptional verbal and written communication skills
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner
• Must be self-motivated and able to work well independently as well as on a multi-functional team
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Benefits

• Medical, Dental and Vision Insurance
• Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off