What are the responsibilities and job description for the Helpdesk Manager, NOC tier 3 position at Patriot?
Patriot, LLC is looking for a Helpdesk Manager to support our client's mission.
Serves as Tier 3 technical support for customers. Responsible for advanced troubleshooting, problem solving, and technical support of all networked systems including applications, mobile devices, and workstations.
• Network and application management, configuration control, trouble ticket generation and management, and reports development and generation
• Followed documented procedures to able to direct, coordinate and partner with various work centers, network engineers/system administrators, and customer organizations in the execution of daily tasks
• Fault monitoring and management
• Remote software updates/additional troubleshooting.
• Requires knowledge of county applications to be able to resolve issues escalated from Tier 1 and Tier 2.
• Knowledge of Windows & Mac hardware and software products for troubleshooting efforts
• Escalate tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas.
• Mentors and trains employees.
REQUIRED
NOC Tier 3 Helpdesk Technician
Minimum of 5 years’ experience in the technology field with deep hands-on experience
Minimum of 5 years’ experience of supporting technology infrastructure
Minimum of 5 years’ experience with virtualization technologies and infrastructure
Working knowledge of Service Now
Broad base of knowledge and fluent in multiple IT disciplines such as computing and networking, Active Directory, VDI, VTC, Cloud (Azure/AWS/etc.)
Managing and supporting end-user devices, such as desktop systems and other peripheral equipment
Knowledge of Windows & Mac hardware and software products for troubleshooting efforts
Thorough knowledge of desktop and business/technical support systems
Excellent written and verbal communication skills; customer-facing interaction is required
Benefits
We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays
Candidate must have excellent written and oral communication skills and a customer satisfaction attitude. Experience with Remote support, remote support tools, and Service Now is desired.
#ZR
Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law.
Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
About Patriot LLC:
Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers.
In 2014, Patriot’s CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve.
In 2013, we received the Baltimore Business Journal’s award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design.
In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas.
As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms.
Lastly, as a “verified” Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available.
As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 24, 2021 or before beginning work if after November 24. Patriot will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement.
Company website: http://www.patriotllc.net/
Company address: 9520 Berger Road Suite 212 Columbia MD 21046
