Tier 2 Deputy Manager - Walk Up Services

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    "requisitionDescription": "<div><div><div>\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://cdn.jsdelivr.net/npm/[email protected]/css/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-bottom:6.75pt;background:white;'><span style=\"font-size: 16px; color: black; font-family: arial, sans-serif;\">HumanTouch is seeking a Tier 2 Deputy Manager-Walk Up Services to lead multiple walk up support desks for a large federal government client. &nbsp;The ideal candidate will have a strong, working background managing technicians in a fast-paced environment. Solid understanding and experience in desktop technologies, emerging trends, and the ability to lead the team by example and provide superior customer service is required.</span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-bottom:6.75pt;background:white;'><span style=\"font-family: arial,sans-serif;\"><span style=\"font-size: 16px; color: black;\">Responsible for overseeing walk up support desk quality assurance, problem resolution and customer satisfaction. Instructs, directs and oversees the work of other personnel, including scheduling and addressing changing customer requirements. Works collaboratively with various center IT Liaisons to ensure optimal end user experience.</span></span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-bottom:6.75pt;background:white;'><span style=\"font-family: arial,sans-serif;\"><span style=\"font-size:15px;color:black;\"><br> </span><span style=\"font-size: 18px; color: black;\"><strong>Work Experience Requirements</strong></span></span></p><ul style=\"list-style-type: disc;margin-left:-0.25in;\"><li><span style=\"font-family: arial,sans-serif;\"><span style=\"font-size: 16px;\">Excellent customer service and organizational skills</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Strong attention to detail</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Strong writing and communication skills</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Adept at working in and managing a remote team environment</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Excellent IT support problem solving skills and a broad understanding of relationships between hardware and software applications as necessary</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Ability to analyze, troubleshoot and resolve Microsoft Office applications including email applications</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Proven knowledge of basic PC troubleshooting for Windows 7, Windows 10, Microsoft Office applications, mobile devices, and network printers</span></span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-bottom:6.75pt;background:white;'><span style=\"font-family: arial,sans-serif;\"><span style=\"font-size: 16px; color: black;\">Walk up support desk operational on-site support and management is required Monday through Friday, 8:00 am to 5:00 pm. &nbsp; Virtual Kiosk support is currently required Monday through Friday, 6am to 6pm, possible expansion to 24x7 in the future.</span></span></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;margin-bottom:6.75pt;background:white;'><br></p><p style='margin:0in;font-size:16px;font-family:\"Calibri\",sans-serif;'><span style=\"font-family: arial,sans-serif;\"><strong><span style=\"font-size: 18px;\">Education, Certification and other Requirements</span></strong></span></p><ul style=\"list-style-type: disc;margin-left:-0.25in;\"><li><span style=\"font-family: arial, sans-serif; font-size: 16px;\">3+ years experience working as deskside technician or Lead</span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">CompTIA A+ certification</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Current Microsoft Office Specialist (MOS) Certification</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Working knowledge of ServiceNow or similar ticketing system desired</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Ability to gain a Public Trust clearance</span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">Authorized to work in the United States<br></span></span></li><li><span style=\"font-size: 16px;\"><span style=\"font-family: arial,sans-serif;\">ITIL Foundations or higher certification desired, but not required</span></span></li><li><span style=\"font-size: 16px; font-family: arial, sans-serif;\">Microsoft Office Specialist certification (Access, Excel, PowerPoint, SharePoint, Outlook, or Word) desired, but not required</span></li></ul>\n    </div>\n  </div></div></div>\n",
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