Help Desk Manager

Help Desk Manager

Title: Help Desk Manager
Location: USA-Georgia-Warner Robins
Other Locations:
(a) Responds to and diagnoses problems through discussion with users.
(b) Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
(c) Supervises operation of help desk and serves as focal point for customer concerns.
(d) Provides support to end users on a variety of issues.
(e) Identifies, researches, and resolves technical problems.
(f) Responds to telephone calls, email and personnel requests for technical support.
(g) Documents, tracks, and monitors the problem to ensure a timely resolution.
(h) Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
(i) Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
(j) Simulates or recreates user problems to resolve operating difficulties.
(k) Recommends systems modifications to reduce user problems.
* At least 4 years participating in Help-Desk, Technical support, Networking, design and/or development activities.
* Bachelor's degree or an additional 4 years of experience. BS/BS is Engineering, Science or Mathematics preferred.
* Current Secret Clearance.
* Possesses and applies a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.



L-3 Global Security & Engineering Solutions (GS&ES) is a division of L-3 Communications Corporation. Headquartered in Chantilly, Virginia, L-3 GS&ES has over 2,600 employees throughout the United States and worldwide providing a broad range of technical, analytical, operational, and security services and products to Government and commercial customers. Core capabilities include integrated security and sustainment solutions, knowledge management, program management, systems engineering and integration, and training solutions.

Headquartered in New York City, L-3 Communications employs approximately 63,000 people worldwide and is a prime contractor in C3ISR (Command, Control, Communications, Intelligence, Surveillance and Reconnaissance) systems, aircraft modernization and maintenance, and government services. L-3 is also a leading provider of a broad range of electronic systems used on military and commercial platforms. The company reported 2010 sales of $15.7 billion.

DISCLAIMER:
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.

We offer a competitive benefits package that includes: Paid Holidays, Personal Time Off, medical, dental, vision, flexible spending account, long- and short-term disability, company-paid life insurance, 401(k), Employee Stock Purchase Plan, referral bonuses, and tuition reimbursement.

L-3 GS&ES is proud to be an Affirmative Action/Equal Opportunity Employer. L-3 provides equal employment opportunity for all persons, in all facets of employment. L-3 maintains a drug-free workplace and performs pre-employment substance abuse testing and background checks.

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