The Service Desk Application Support Lead (SCA) is responsible for ensuring that Application Support Tier 1 staff is prepared to support and resolve any supported MHS Application technical issue or request, to include proprietary and vendor supplied software and hardware.

The Tier ! Lead keeps the Application Support staff up to date on new and emerging proceses and procedures training and mentoring. The Technical Lead is a key source of knowledge, expertise and tool usage. The Tier 1 Lead works closely with the Application Support Supervisors and Director of Service Operation to ensure that support expectations are met or exceeded.

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  Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one to be considered. Must be U.S. Citizen

What you’ll do:

The Service Desk Application Support Lead (SCA) will be responsible for the following but not limited to:

• Primary second level support of all inbound incidents. Backup first level support as needed.
• Provide accurate, timely, and professional follow-up and resolution on all supported issues.
• Accurately triage/assign/escalate tickets per departmental procedures.
• Serve as an SME for procedure and support knowledge.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
• Perform regular checks of assigned ticket queues, triage or assign per process standard.
• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier 1.
• Perform side-by-side coaching with Analysts on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Participate in Incident auditing activities.
• Work special projects as required.
• Identify and prepare procedures/articles for knowledge base.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain a sense of urgency within the team during heightened periods of activity.
• Maintain dependable attendance and schedule adherence.

• High School and 2+ years of experience
• Minimum 6 months of Tier 1 DHA Global Service Center experience.
• Demonstrated knowledge of Service Desk support methodology.
• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one.

• AA/AS Degree in Computer Science, or MIS
• HDI or similar certification
• The ability to effectively communicate technical matters to a non-technical audience.
• Strong customer service and communications skills.
• Strong critical thinking skills that facilitate expedient problem solving.
• Demonstrated teamwork skills.