Service Desk/Knowledge Base Manager IV

Service Desk/Knowledge Base Manager IV Job Locations US-VA-Arlington ID 2024-1681 Category Core IT Svc. Type Proposal Active Overview Ishpi Information Technologies, Inc. (DBA ISHPI) is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our group, you will work with a team focused on delivering innovative business solutions using emerging technologies through proven successful methods. Responsibilities Supervises and coordinates activities of IT Service Desk Specialists, Coordinators or Technicians. Identifies, troubleshoots, or resolves information systems problems to minimize down time of applications and personnel. Assist computer users with hardware and software questions and problems. This position also fields telephone calls, e-mail messages and other contacts from customers seeking guidance on technical problems. Performs more independent thinking, complex tasks with little to no supervision, and may be required to supervise as needed. Overseas all survey planning, design, sampling, and development, creating guidelines for capture, managing, and use of information for knowledge base. This includes: (a) Pretest/pilot surveying; defining and refining the agenda (b) Survey database administration (c) Assessing reliability and validity of data (d) Determining proper survey data collection methodology (e) Oversees the production of reports and findings Qualifications Accredited Masters degree with eight (8) years of progressive experience demonstrating the required proficiency. Certification: IAT Level II and CE (CompTIA Security CE, CCNA-Security, CySA , GICSP, GSEC, CND or SSCP). Associate or Professional (preferred) levels. Clearance Requirement: Selected candidate must a U.S. Citizen and have an active security clearance. "Ishpi Information Technologies, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, or status as a protected veteran." Expression of Interest: By applying to this job, you are expressing interest in this position and could be considered for other career opportunities where similar skills and requirements have been identified as a match. Should this match be identified, you may be contacted for this and future openings. cj