Vision Information Technology Consultants  LLC
  • Huntsville, AL, USA
  • Full Time

Vision IT is a fast growing, woman-owned business that's supported DoD and Federal Sector IT initiatives for two decades. We work side-by-side with our clients as a trusted, long-term partner offering innovative consultation and leadership to solve their most pressing and complex problems. We orchestrate people, strategies, technologies and best-of-breed business processes.

 Vision IT seeks a Help Desk Lead for our Huntsville, AL client.

The Help Desk Lead will supervise a group of support specialists for Federal client. The project team provides engineering and sustainment of VMware vCloud Director Infrastructure as a Service, application development, administration, and maintenance on 4 separate networks consisting of approximately 95-100 ESXi Hosts, 200+VMs/appliances and over 450 vDI Windows 10 desktops.

Responsibilities May Include (but are not limited to) the following:

  • Oversees the day-to-day activities of service-desk operations to ensure users and business teams receive the support they require
  • Monitors operations to make sure tickets are addressed in a timely manner,
  • Responsible for providing second-tier support to end-users for PC server, mainframe applications, and hardware
  • Handles problems that the first tier of help desk support is unable to resolve
  • May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
  • Maintains currency and highest level of technical skill in field of expertise

Required Education, Experience, Clearance and Certification(s):

  • A proven track record overseeing service desk specialists to respond to telephone calls and troubleshoot issues
  • Provide reporting that includes metrics, such as number of calls, types of calls, resolution times, trend analysis, and other data that will assist the government in managing the Service Desk and assisting customers
  • Experience utilizing an automated service desk to assist customers with computer/software problems
  • A history of training users and team members to diagnose the nature of the problem and walk through the problem-solving steps
  • Demonstrated expertise providing technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting
  • Proficient in the software and hardware used by the government
  • Able to readily provide guidance and resolve issues
  • Active US Government Top Secret clearance

Vision IT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Vision IT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Vision IT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Vision IT's employees to perform their job duties may result in discipline up to and including discharge.

Vision Information Technology Consultants LLC
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