Help Desk Supervisor / Senior User Tainer in Washington, DC at PAE

Date Posted: 12/11/2019

Job Snapshot

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Job Description

Supporting the Most Exciting and Meaningful Missions in the World

Help Desk Supervisor / Senior User Tainer

  • Reports to Project Manager. 
  • Supervises staff of ALS Lab and provides help desk and on-site support to end users. 
  • Assists in setting up and operating end-user support program for major applications in support of specific projects, as well as helps the lab with processing, loading and producing requests using LAW processing software and Relativity. 
  • Sets up facilities and procedures to ensure responsive support.
  • Trains staff and sets up help desk staffing schedules. 
  • Organizes, prepares, schedules and conducts training sessions. 
  • Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages. 
  • Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees. 
  • Oversees and supervises help desk operations, including answering and responding to user phone calls, installing and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.
  • Receives requests and translates them into effective search strategies. 
  • Designs appropriate output formats, assists users in constructing and refining queries and helps resolve problems related to accessing databases.


  • Must be able to obtain a government security clearance.
  • At least two years of experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users is preferred. 
  • Certain applications may require certification by the software provider. 
  • At least one year teaching/training experience involving computer applications, preferably database, imaging, or other automated litigation support applications preferred, in particular LAW processing software and Relativity. 
  • Prior supervisory experience strongly preferred. 
  • Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported. 
  • At least one year of experience in automated litigation support preferred. 
  • Experience with DOJ office automation environments extremely helpful.
  • Should be an expert user of the Government's word processing, spreadsheet, and email systems. 
  • Excellent oral and written communications skills required. 
  • Undergraduate degree valued.

PAE is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

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