Help Desk Coordinator

Job Type Information TechnologyThe Institute for Defense Analyses (IDA) is a not-for-profit corporation that operates three Federally Funded Research and Development Centers serving the Office of the Secretary of Defense, the Joint Chiefs of Staff, Unified Commands and Defense Agencies in addressing important national security issues, particularly those requiring scientific and technical expertise.This position, under general supervision, provides support for the Information Services Help Desk, which is part of the IDA Information Technology Asset Management (ITAM) System. Responsibilities include creating Help Desk tickets, resolving basic support questions, coordinating Information Services, Human Resources, Finance and Administrative Services response and follow-up. Monitors the Remedy Help Desk, Asset Inventory and Tally Census databases. Due to the nature of the work and the requirement at times for extended coverage, this position is occasionally required to work overtime hours or hours outside of a regularly scheduled shift. Primary Responsibilities Receives requests for IDA wide services by phone, e-mail or web, evaluates the stated problem for assignment to the appropriate Information Services, Human Resources, Finance or Administrative Services group and coordinates the response and follow-up. Performs data entry in support of IDA Help Desk. Monitors Remedy ITAM databases: Help Desk, Contract Mangement, Software Licensing, Asset Inventory and Change Mangement. Monitors Tally Census database information to include asset tags for systems and printers. Maintains detailed IDA floor plans and coordinates updates through division Administrative Officers on a monthly basis. Monitors Asset inventory through Help Desk and Change Management modules and coordinates inventory updates. Provides back-up coverage as needed for other components of the IDA ITAM System: Software Acquisition Specialist, Contract Management, & Change Management. Works with the ITAM Supervisor to compile data for various reports related to the Help Desk function, call types and trends. Recommends Help Desk procedural improvements. Documents ITAM Workflow and maintains user manuals for Help Desk procedures, Change Mangement and Software Acquisition processes. Works with Manger of ISO to perform end user testing of software components, interfaces and reports. Documents test results and reports the results to ISO Programmer/Analysts. Performs other duties as required.
IDA offers a competitive salary; an enviable benefits package, and a superior professional environment in a park-like setting. Applicants selected will be subject to a security investigation and must meet eligibility requirements for access to classified information. U.S. citizenship is required.Institute for Defense Analyses is proud to be an Equal Opportunity Employer!Our preferred method of receiving your resume is via email. If you are unable to email your resume, you may fax it to us.
REQUIREMENTS
AA degree, completion of technical or vocational training in Data Processing or proven equivalent experience. 3 or more years of progressively responsible work experience in computer operations. Experience with data entry and MS Office products to include MS Excel, PowerPoint. Must be self-motivated and able to work with minimal supervision. Ability to communicate effectively with all levels of employees and possess good interpersonal skills. Ability to obtain and maintain necessary Security Clearance. Must be willing to work overtime hours or hours outside of a regular schedule.