Sr Help Desk Coordinator (Omaha, NE)

Job Category:Technical Support Services Primary Location:USA-NE: NEBRASKA-OMAHASchedule:Full-time Job Type:Standard Employee Status:RegularJob Posting: 2008-08-26Description: Individual will work in a Tier II technical support environment for a federal government user community. Position is located in Omaha, NE. Relocation package is not available for this position. Essential Job Functions Monitors help desks calls and responds appropriately to user requests and problems identified through review. Coordinates the schedules of the help desk staff to ensure proper coverage; revisits schedule and provides updates as needed. Acts as liaison with customer service management, supervisors, and coordinators to communicate any problems, issues, or concerns about current help desk practices in order to remedy any inefficiencies. Reviews the training needs of the help desk based on types of calls received. Analyzes, recommends and coordinates training needs of the department. Assists with answering calls and answers escalated or referred customer representative help desk calls from the staff. Reviews and monitors help desk technology and communicates deficiencies, provides input regarding solutions. Identifies deficiencies; communicates and coordinates improvement efforts to increase help desk efficiency. Basic Qualifications Two or more years of technical training Seven or more years of technical or customer support experience Experience working with customer support systems Experience working with help desk software Other Qualifications U.S. Citizenship REQUIRED Ability to obtain and maintain a U.S. Government issued Public Trust clearance A+ Certification preferred Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:Public Trust Create Success