Help Desk Supervisor

Dayton, OH
Work Type: On-Site
  • Job Category: Information Technology
  • Travel: None
  • Clearance: TS/SCI
  • Req ID: 2024-8364


Job Summary:

The Help Desk Supervisor will oversee a 24/7/365 service desk, accounts management, workspace deployment and disposition, video teleconferencing operations, multimedia hardware, software administration, installation, license management, and Information Technology Service Management (ITSM) support services for NASIC’s enterprise that comprises of: 4,500 users; 13,336 computer accounts; over 18,714 desktops of varying brands; 917 distinct software titles; printers, scanners, copiers, fax machines and multi-function devices of various brands; 18 different operating systems; seven primary VTC facilities; and over 70 desktop VTC devices.


Job Responsibilities:

Successful candidate will require an aptitude for working with applications and systems to undertake analysis, diagnosis and resolution of staff problems which may range from straightforward to more complicated technical issues.

  • Supervise team that creates, modifies, diagnoses, and resolves account requests / problems in a customer service oriented, team environment and be responsible for monitoring, opening, assigning, updating and closing tickets on up to 4 separate ticketing systems.

  • Utilize the NASIC trouble ticket tracking system (currently Microsoft System Center Service Manager with plans to migrate to ServiceNow) and the Air Force Enterprise Service Desk (ESD) Trouble Ticketing system (e.g. Remedy) to track all customer incidents and service requests.

  • Assist with account creation, modification, and deletion to include folder permission, org box assignment, and removal of special network access.

  • Execute up to 350 desktop computer recapitalizations/month as needed to include imaging and the removal/disposition of old computers.

  • Work closely with Hardware Technician (Desktop) support, Equipment Control Office (ECO),

  • Receive, sanitize, and prepare IT equipment for pickup; an estimated 375 pieces of IT equipment per month. IT equipment includes, but not limited to, desktops, laptops, mobile phones, servers, peripherals, printers, scanners, and multi-function devices.

  • Provide support for single function printers, multifunction printers, plotters, 3D printers, and flatbed scanners during the core work hours and on-call support for non-core hours as approved by the COR.

  • Image desktop computers to include but not limited to Dell and HP models as well as various Mobile Devices such as laptops.

  • Maintain supply of hardware and peripherals for break fix and warranty trouble tickets.


Minimum Qualifications:

  • 5+ years experience troubleshooting complex IT problems independently and assisting junior staff members with problem resolution.

  • Accounts Management requires Information Assurance Technical (IAT) Level II (CompTIA Security+) certification.

  • Top Secret (TS) security clearance and granted access to sensitive compartmented information (SCI) based on an up-to-date Single Scope Background Investigation (SSBI).

Desired Qualifications:

  • 7 – 10 years’ experience in an IT career field.

  • BA/BS degree in a related IT or STEM field of study.

Job: Information Technology

Travel: None

Organization: AGT - Akima Global Technology

Clearance: TS/SCI

Work Type: On-Site

Remote: No

ReqID: 2024-8364