Helpdesk Deputy Manager

 Helpdesk Deputy Manager  Job Code: GCSD12071072  Harris Corporation is serving as the systems integrator and provides overall program management for the U.S. Census Bureau's 5-year $600 million dollar Field Data Collection Automation (FDCA) program. This critical program for the 2010 Census includes the design, development, testing and deployment of advanced, automated systems that will deliver near real-time data using an architecture with multiple and overlapping security features, including fingerprint authentication, password authentication, role-based access, automatic data encryption, firewalls, and virus protection   Job Description: Responsible for assisting with the coordination and management of Help Desk support services for Tier II support. Creates and maintains help desk tasks, issue logs, and status reports. Will be involved in the interviewing and the selection process of the helpdesk staff. Coordinate and work with the various Resolver groups for the resolution of difficult technical problems. The deputy will provide good customer service including both accurate and timely information, proper customer contact tone and attitude, etc. The system to be supported is currently still under developement. Therefore, the deputy will be involved on the program in the various technical development tasks to ensure that the helpdesk team is kept informed, has the tools needed, and is trained on what the system functionality. Assist the helpdesk manager with any tasks that are required to ensure that the team has the knowledge and skills required to provide appropriate, complete, and efficient support.  Qualifications: BS Degree or equivalent and at least 9 years of Help Desk Operations experience. Ability to speak Spanish a plus.  Experience: Excellent analytical and troubleshooting skills. Experience managing medium to large size teams – preferably a helpdesk team. Excellent written and oral communication skills. Be organized and detail oriented and have good time management skills. Ability to understand technical/complicated items and explain them to others with less technical knowledge. Must be able to multi-task and work well under pressure. Self-motivated and ability to work with little supervision. Experience supporting an ongoing software development program. Must have technical knowledge in windows, databases, networking, linux. Experience with helpdesk tools – ticket or problem management systems, knowledge databases, IVR. By submitting your resume for this position, you understand and agree that Harris Corporation may share your resume, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies (including Harris Stratex Networks, Inc.) for the purpose of considering you for other available positions. Harris is proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and background checks. COMPANY Harris CorporationJOB TITLE Helpdesk Deputy ManagerCITY/STATE Largo, MDPOSITION TYPE Full Time, EmployeeCATEGORY IT/Software DevelopmentREFERENCE CODE 114683