2. Help Desk Coordinator

2. Help Desk Coordinator
Job Code:	401180
Location:	Herndon, VA
Description:	Required Education: Required Experience: Required Skills: Required Skills: Excellent troubleshooting skills - excellent oral and written skills - must be willing to provide 24x7 support, including nights, weekends and holidays. Preferred Skills: Preferred Skills: Cisco, Juniper, Microsoft Office suite Active Directory, Remedy BNC ticketing software, remote troubleshooting. The Service Desk Lead/Trainer will be responsible for supervising and training a team of Service Desk Analysts in both Herndon VA and Charlotte NC. The position will be based in Herndon VA requiring extensive travel to Charlotte NC to provide support and deliver training for the temporary staff participating in the Charlotte Call Center IT Service Desk Pilot Program. Second shift and weekend scheduling may be required. Candidates must be willing to consider relocation to Charlotte NC in the event that the Service Desk migration proceeds beyond pilot stage. Required Experience: . Provide technical support & problem solving management to end users for IT issues including computer operations, installations, setup, error messages and application use. The ability to add and terminate user accounts. . Monitor call queues and open cases to ensure responses to stakeholders IT issues, accurate recording and prioritization of issues and timeliness of closing cases . Serve as the point of contact for emergency issues for all assigned locations/functions to ensure timely resolution . Be available to work after business hours and weekends as the business needs dictate . Address emergency issues from home when necessary . Hands-on experience with MS Office 2010 Applications, Internet Explorer and Outlook . Experience with all Microsoft Windows Operating Systems, Citrix, VPN and Remote access . Experience with Dell laptop and desktop computers, along with a variety of peripheral support . Ability to manage Active Directory user, group and computer accounts . Experience in installation and support of PC hardware and peripherals, such as HP printers . Basic understanding of networking technologies and protocols such as IP addressing, DNS,DHCP, and VPN client configuration . Knowledge of security applications including antivirus software . Knowledge of Blackberry, Android and iPhone software . Knowledge of SharePoint 2007 & 2010 . Provide back-up to the Service Desk Manager during time of absence. . Experience training and presenting technical content to new staff and mentoring call center agents in the execution of their duties . Provide pertinent company information and present technical information in weekly sessions to maintain and improve customer service Required Education: 3+ Years with HS or 2+ Years with AA or 1+ Years with BS Preferred: MCP/MCDST Certification, Comp TIA A+, Security + or Help Desk Certifications, ITIL. BAE Systems is a premier global defense and security company with approximately 100,000 employees delivering a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support and services. Information Solutions, based in Reston, Virginia, is among the 10 largest IT providers to the U.S. government, serving most of the federal defense and civilian marketplace. It provides network-centric command, control, computing, and intelligence (C3I) solutions; wideband networking radio systems; information systems for the U.S. intelligence community; geospatial information services; and information technology services. Leveraging its knowledge of signals and data derived from signals, Information Solutions has attained a market-leading position in advanced information technology research, intelligence analysis and production, and geospatial exploitation software. People are the greatest asset in any Company ... BAE Systems is committed to a high performance culture and provides an environment that challenges our employees to be remarkable and obtain their full potential. Equal Opportunity Employer. Females. Minorities. Veterans. Disabled