Cyber Help Desk Shift Lead at Kforce Inc.
Sierra Vista, AZ 86513
About the Job
- Lead shifts ranging from 1 to 12 analysts (to include coordinating breaks, lunches, etc.)
- Monitor group mailboxes and prioritize emails by order of importance
- Recognize and communicate issues/trends observed from emails and ticket creations
- Monitor team ITSM queues for activity
- Ensure accuracy of shift's high and critical priority tickets
- Provide guidance and direction to help desk specialists on the team's processes and procedures
- Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
- Assist with training (as requested)
- Provide reporting (as needed)
- Perform quality assurance follow-up with customers/end users
- Create, modify and escalate Incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
- Resolve incidents/tickets in accordance with documented procedures
- Maintain a professional demeanor with our military, civilian and contractor customers
Requirements:
- High School diploma/GED and 3 years of customer service, inside sales or help desk experience; Or AA/AS and 1 year of customer service, inside sales or help desk experience;
- Applicants selected will be subject to a government security investigation and must meet eligibility requirements for access to classified information
- Strong verbal and written communication skills
- Excellent people and phone skills
- Ability to prioritize and multi-task
- Experience with Microsoft Office products (Word, Excel, Outlook)
- Experience with Remedy ITSM
- Type a minimum of 40 wpm
- Able to work within a dynamic environment where requirements shift routinely
- Must be able to work all shifts (day/swing/midnight)
- Must be able to work weekends and holidays, as required. Schedule is subject to change in order to fulfill the needs of the mission
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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