Company Details

Helpdesk Support Technician (Lead)

Job ID

: 19121


: Baltimore, MD, USA


: Not Specified

Job Views

: 58


: 11-10-2017

Job Description

Position Summary:

Segue Technologies seeks a Helpdesk Support Technician (Lead) to support the Secretary of the Air Force’s (SAF) Office of the Chief Information Officer (CIO) and A6 (SAF/CIO A6) systems and associated business processes which provide IT investment portfolio management capabilities to the Air Force.

 This is a full-time position located at Andrews Air Force Base, MD, with potential travel to our customer site at the Pentagon. The Helpdesk Support Technician (Lead) will serve as a lead to a 3-Tiered support team. The Helpdesk Support Technician (Lead) will also develop productivity tools and processes that will increase the usability and effectiveness of the company’s application and environment.


Job Duties and Responsibilities include but are not limited to:

·         Provide end user support service and incident resolution

·         Serve as team lead to user support services personnel (1 resource)

·         Interact with network services, software systems engineering, and or recreate user problems to resolve operating difficulties

·         Help investigate and troubleshoot issues and make recommendations to improve system performance

·         Analyze user requirements, procedures, and problems to automate or improve existing systems and review computer system capabilities, workflow, and scheduling limitations

·         Ensure that applications are being effectively utilized by customers

·         Identify, research and resolve technical problems

·         Document, track, and monitor issues to ensure a timely resolution

·         Develop support and training tools that increase system usability

·         May develop, both technical and end-user documentation

·         Report on traffic and trends

·         Confidently answer tickets in a timely and accurate manner to ensure a high level of customer service

·         Additional tasks as required


Required Skills:

·         Bachelor's degree in IT Systems, Engineering, or other technical field plus 5 - 7 years of related experience, or equivalent combination of education and experience

·         2 - 3+ years Tier II/III Help Desk Experience

·         Proficiency in MS Office products

·         Excellent written and oral communications skills

·         Ability to work in a diverse work environment with multiple concurrent projects and government-directed priorities

·         Ability to work without direct supervision and in a team environment

·         Active Secret Clearance


Desired Skills:

·         Experience providing software application support

·         Experience with Oracle's Primavera Portfolio Management (OPPM) and Oracle’s Primavera P6 Professional Project Management

·         Knowledge in statutes, policies, and regulations affecting the Air Force’s IT Registration, IT Compliance, IT Budget and CPIC Portfolio Management processes

·         Previous experience working with customers is preferred


Segue Technologies, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Please visit our website,, to submit an application.

Job Category
Employment Types
Full time
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