Title: Desktop Support Lead

Agency: Department of Health and Human Services (Nutrition Services Branch)- (DHHS), NC

Location: Raleigh NC

Duration: 1+ Year





Knowledge, Skills, and Abilities Requirements:

Required Skills:

1. Must be highly organized and have the ability to work with technical and functional subject matter experts to plan, develop and lead the Help Desk activities of the NC WIC Crossroads application;

2. Must have knowledge of networked computer system environments and peripheral device capabilities; advanced knowledge of local supported network applications, and operating systems;

3. Experience in using Internet applications in large integrated technology environments;

4. Must have command of developing and managing Help Desk activities, including define, implement and monitor escalation processes;

5. Must have proven experience using hardware and software troubleshooting techniques; and managing issue resolution through closure including follow up with the customer;

6. Must have knowledge and experience at an advanced level using Help Desk tracking tools such as BMC Remedy;

7. Ability to successfully manage multiple projects simultaneously;

8. Ability to effectively plan assignments and projects, adjust priorities as needed and work on multiple deliverables at the same time;

9. Must demonstrate excellent verbal and written communication skills to a range of audiences; having the ability to effectively communicate with system users from a wide range of backgrounds;

10. Promotes positive customer service attitude among peers; develops and maintains good relationships with customers by listening, understanding, and responding to the needs of the customer;

11. Understands the dynamics of teams, including the ability to capitalize on the different abilities.