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Help Desk Representative – Pre-Award
BarbaricumHelp Desk Representative overseeing IT support operations and managing service performance for US Southern Command. Collaborating on refining technology and infrastructure for intelligence ecosystems.
Tech Stack
Tools & technologiesCloudCyber SecurityITSMServiceNow
About the role
Key responsibilities & impact- Responsible for overseeing daily help desk operations and ensuring the delivery of high-quality IT support services across both cloud-based and on-premises environments.
- Manage support teams, maintain service performance standards, and collaborate across technical and business teams.
- Refine processes, technology, infrastructure, and personnel to transition EDA into a scalable, distributed intelligence ecosystem.
- Enhance cyber security, structured governance, metadata lineage, and data transformation capabilities of the command.
Requirements
What you’ll need- Strong knowledge of IT service management principles, including ITIL frameworks
- Proven ability to lead and manage technical support teams in dynamic environments
- Proficiency in troubleshooting methodologies and incident resolution
- Hands-on experience with ticketing platforms (e.g., JIRA, ServiceNow)
- Excellent leadership, communication, and interpersonal skills
- Strong customer service orientation with the ability to manage user expectations effectively
- Ability to prioritize tasks, manage multiple issues simultaneously, and work under pressure
- Demonstrated experience managing a help desk or IT support team
- Experience implementing and improving IT support workflows and processes
- Proven track record in ensuring SLA compliance and service performance
- Hands-on experience with remote desktop management, enterprise device provisioning, and IT asset tracking systems
- Bachelor’s degree in Information Technology, Computer Science, or a related field or minimum of five (3) years of equivalent experience in IT service management
- Preferred Certifications: ITIL Foundation Certification, Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+
Benefits
Comp & perks- EEO Commitment: All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT service managementITIL frameworkstroubleshooting methodologiesincident resolutionremote desktop managemententerprise device provisioningIT asset tracking
Soft Skills
leadershipcommunicationinterpersonal skillscustomer service orientationtask prioritizationmultitaskingworking under pressure
Certifications
ITIL Foundation CertificationMicrosoft Certified: Modern Desktop Administrator AssociateCompTIA A+