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Help Desk T2/Situation Manager
Help Desk T2/Situation ManagerCloudShape • Washington, DC, US
Help Desk T2 / Situation Manager

Help Desk T2 / Situation Manager

CloudShape • Washington, DC, US
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Help Desk T2 / Situation Manager Location :

  • Remote Citizenship Required :  Yes Clearance Type :  Secret Positions Available :  1 Salary Range : $80,000 - $100,000 At Cloudshape our employees have incredible opportunities to work in helping organizations securely transform their IT Infrastructure to meet the changing business cultures.
  • We help government agencies transform their IT infrastructure using a solutions-driven approach that focuses on business outcomes rather than activities and tasks.
  • This results in reduced capital requirements; lower and predictable operating costs; better alignment with business objectives; and reduced risk.
  • Our people make us who we are.
  • We believe that to be a good partner for our clients we must have a solid team dynamic.
  • We place emphasis on personal growth and learning new skills.  We are seeking a highly motivated, customer-oriented  Help Desk T2 / Situation Manager  to join our team.
  • The selected candidate will support different agencies in the federal government.
  • This is an important position that will have a large impact on an already successful organization.   To be considered for this position, US Citizenship and an active Secret security clearance is required.
  • This is a funded position and is contingent upon verification of a security clearance prior to starting with Cloudshape.

Required Support Includes but Is Not Limited To :

  • Experience with Ticketing Systems (e.g.

    • ServiceNow, BMC Software, ManageEngine)  Experience with management and monitoring tools   Working knowledge of Windows environment (Active Directory, group policy, DNS-preferred)  Work with system administrators to configure deploy additional applications and desktops with security in mind   Maintain and upgrade knowledge library documentation for Clients (Service Desk and Users)   System health checks of desktops and other resources   Remote support of locally installed VDI solutions   Primary Duties :

  • Supervise daily Tier 2 help desk operations at the assigned site and coordinate day-to-day technical support activities Assist users in resolving connectivity and laptop issues   Familiar with Windows and MacOS preferred  Provide troubleshooting support to address issues, current or otherwise, within the VDI environment   Assist users with installing and upgrading Citrix software on end devices   Provide support for applications running on virtual desktops  Provide Tier2 support when tickets are escalated from helpdesk   Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.  Respond to requests for technical assistance in person, via phone, chat or email  Running daily usage reports of concurrent users and resources (desktops)  Required Qualifications : Associates degree in a technical discipline or 2 years of experience in lieu of a degree 1+ years of experience US Citizen with an active Secret security clearance.
  • Excellent oral and written communication skills   Excellent customer service skills   Strong coordination, organization, teaming, and communication abilities along with horizontal integration skills   Ability to manage multiple tasks simultaneously  Ability to work in a team environment and manage a team  Cloudshape is committed to employee growth through learning, training, advancement, and rewards.

    • We offer a full range of benefits that includes :

  • Flexible Work Schedule Paid Time Off Medical, Dental and Vision Insurance Cloudshape will contribute to 401K plans without employee contributions.
  • Bonus Potential Life Insurance and AD&D Insurance Short-Term and Long-Term Disability Insurance Training Assistance Employee Referral Program Cloudshape is proud to be an Equal Opportunity / Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.
  • If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or to perform the essential functions of the job, please contact Fedelza.Lake@cloud-shape.com.
  • U.S.
  • Citizenship is required for most positions.
  • E-Verify Right to Work Poster E-Verify Participation Poster EEOC Know Your Rights Poster Powered by JazzHR
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    Help Desk Manager • Washington, DC, US