OSC Shift Lead bei Patriot, LLC
Patriot, LLC · Colorado Springs, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Colorado Springs
Patriot, LLC is looking for an OSC Shift Lead to join our team for support at the on-site location in Colorado Springs, Colorado. Telework is not permitted.
This position includes flexible shift work that rotates based on customer needs, offering exposure to a range of schedules, including
1st, 2nd, 3rd, and Panama shifts.
This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements,
including participation in a rotational on-call schedule.
Requirements:
Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
Active Secret clearance is required.
High School Diploma or GED equivalent required.
12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
Additional tasks to be assigned as needed.
Responsibilities:
Provide Tier 2 IT Support services for a mission critical platform
Supervise the assessment and categorization of incoming support requests to determine the appropriate level of support required
Log, track, and manage incidents and service requests using the organization’s ticketing system, ensuring timely resolution and
Professional communication with end-users to provide support as necessary
Supervisor first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier
Assist users with advanced IT issues, such as domain refreshes, software installations, and data inquiries, change requests, etc.
Provide guidance on optimization strategies such as load balancing, incident optimization, network traffic monitoring, and more
Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process.
Jetzt bewerben
This position includes flexible shift work that rotates based on customer needs, offering exposure to a range of schedules, including
1st, 2nd, 3rd, and Panama shifts.
This contract supports systems that require 24x7x365 uptime. Candidates must be willing and able to meet recall requirements,
including participation in a rotational on-call schedule.
Requirements:
Due to federal requirements, only US Citizens can be considered. Candidates with dual citizenship cannot be considered.
Active Secret clearance is required.
High School Diploma or GED equivalent required.
12+ years of experience in Helpdesk/ServiceDesk/Call Center OR equivalent experience in customer service.
Additional tasks to be assigned as needed.
Responsibilities:
Provide Tier 2 IT Support services for a mission critical platform
Supervise the assessment and categorization of incoming support requests to determine the appropriate level of support required
Log, track, and manage incidents and service requests using the organization’s ticketing system, ensuring timely resolution and
Professional communication with end-users to provide support as necessary
Supervisor first-line technical support for hardware, software, and network issues, escalating more complex problems to higher-tier
Assist users with advanced IT issues, such as domain refreshes, software installations, and data inquiries, change requests, etc.
Provide guidance on optimization strategies such as load balancing, incident optimization, network traffic monitoring, and more
Develop and update knowledge base articles and technical documentation to assist users and improve the efficiency of the support process.
Jetzt bewerben
