Help Desk T2/Situation Manager

Help Desk T2/Situation Manager

Location: Remote
Citizenship Required: Yes
Clearance Type: Secret
Positions Available: 1
Salary Range: $80,000 - $100,000
At Cloudshape our employees have incredible opportunities to work in helping organizations securely transform their IT Infrastructure to meet the changing business cultures. We help government agencies transform their IT infrastructure using a solutions-driven approach that focuses on business outcomes rather than activities and tasks. This results in reduced capital requirements; lower and predictable operating costs; better alignment with business objectives; and reduced risk.
Our people make us who we are. We believe that to be a good partner for our clients we must have a solid team dynamic. We place emphasis on personal growth and learning new skills. 

We are seeking a highly motivated, customer-oriented Help Desk T2/Situation Manager to join our team. The selected candidate will support different agencies in the federal government. This is an important position that will have a large impact on an already successful organization.  

To be considered for this position, US Citizenship and an active Secret security clearance is required. This is a funded position and is contingent upon verification of a security clearance prior to starting with Cloudshape.

Required Support Includes but Is Not Limited To:

• Experience with Ticketing Systems (e.g. ServiceNow, BMC Software, ManageEngine) 
• Experience with management and monitoring tools  
• Working knowledge of Windows environment (Active Directory, group policy, DNS-preferred) 
• Work with system administrators to configure deploy additional applications and desktops with security in mind  
• Maintain and upgrade knowledge library documentation for Clients (Service Desk and Users)  
• System health checks of desktops and other resources  
• Remote support of locally installed VDI solutions  
• US Citizen with an active Secret security clearance.

Primary Duties:

• Supervise daily Tier 2 help desk operations at the assigned site and coordinate day-to-day technical support activities
• Assist users in resolving connectivity and laptop issues  
• Familiar with Windows and MacOS preferred 
• Provide troubleshooting support to address issues, current or otherwise, within the VDI environment  
• Assist users with installing and upgrading Citrix software on end devices  

• Provide support for applications running on virtual desktops 

• Provide Tier2 support when tickets are escalated from helpdesk  

• Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps. 

• Respond to requests for technical assistance in person, via phone, chat or email 

• Running daily usage reports of concurrent users and resources (desktops) 

Required Qualifications:

• Associates degree in a technical discipline or 2 years of experience in lieu of a degree
• 1+ years of experience
• Excellent oral and written communication skills  

• Excellent customer service skills  

• Strong coordination, organization, teaming, and communication abilities along with horizontal integration skills  

• Ability to manage multiple tasks simultaneously 

• Ability to work in a team environment and manage a team 

Cloudshape is committed to employee growth through learning, training, advancement, and rewards. We offer a full range of benefits that includes:

• Flexible Work Schedule
• Paid Time Off
• Medical, Dental and Vision Insurance
• Cloudshape will contribute to 401K plans without employee contributions.
• Bonus Potential
• Life Insurance and AD&D Insurance
• Short-Term and Long-Term Disability Insurance
• Training Assistance
• Employee Referral Program

Cloudshape is proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or to perform the essential functions of the job, please contact Fedelza.Lake@cloud-shape.com. U.S. Citizenship is required for most positions.
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