Help Desk Lead

Themis Insight solves difficult business, IT, and analytic problems by addressing the whole problem – not just the symptoms – using interdisciplinary approaches that are both practical and innovative. We provide fresh alternatives to ordinary, mainstream consulting firms through small, highly skilled, and hand-picked teams that can meet clients' needs in any industry. Our broad interdisciplinary understanding allows us to provide the right solution, even if it is from outside the industry or traditionally defined problem space. We bring Public and Private, Civilian and Military expertise to every case.
We are hiring a Help Desk Lead to work in Columbia, MD. Position location is subject to change based on central MD client's needs.

Required: TS/SCI with a Polygraph

Primary responsibilities include:

• Managing a small team of Help Desk professionals
• Triaging and remediating tickets
• Handling ticket escalations
• Generating reports and conducting analysis of Help Desk activities
• Communicating with technical and functional teams to remediate issues
• Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
• Supporting configuration management process
• Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base

Individual Capabilities/Experience Required:

• Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
• Ability to work 8am to 4pm ET
• Exceptional written and verbal communication skills
• Experience in generating and analyzing reports desired
• Experience in configuration management desired
• Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
• Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
• Experience briefing, to include executive meetings, multiple stakeholder groups

Physical Requirements: Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers.

Themis Insight has all the PERKS!

You are our most valuable resource — your ambition, your knowledge, your creativity. We offer an industry-leading set of benefits to supplement your normal salary compensation. Themis Insight has you covered with flexible ways to balance work and home life, full health benefit premium coverage, and generous contributions toward your retirement.

• Competitive health, dental, and vision plans with 100% paid premiums.
• 401k: We contribute 6% even if you don't!
• Time Off: 11 standard holidays, and 25 days of PTO
• Career Development: Get career counseling and individualized career development plans, including education and training.
• Employee referral bonuses for successful hires

Themis Insight is an Equal Opportunity/Affirmative Action employer.

Themis Insight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.