Help Desk Lead
Help Desk Lead
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Salary Not Disclosed
1 Vacancy
Job Description
Role: Help Desk Lead
Location: Washington DC (Onsite)
Duration: 12 Months Contract
Responsibilities:
- Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for NEA employees and contractors.
- Oversee the response to service requests via telephone email voicemail and direct walk1ups ensuring high levels of customer satisfaction.
- Manage and troubleshoot a variety of technologies including Windows and Apple OS Microsoft Office Adobe products VOIP telephones video teleconferencing tools VPN and secure remote access solutions.
- Supervise the support for a range of devices such as desktop computers laptops tablets smartphones printers scanners and other peripherals.
- Ensure the Help Desk team adheres to Information Security and Privacy Awareness training and complies with USGCB and DISA STIGS standards.
- Utilize and maintain the service desk ticketing and tracking systems ensuring accurate recordkeeping and efficient ticket resolution.
- Coordinate hardware moves setups and presentation support.
- Provide guidance and training to team members and NEA users on various applications and systems.
- Collaborate with NEAs OITM and other teams to maintain update and enhance IT services and processes.
- Monitor and report on service desk performance identifying areas for improvement and implementing strategies to enhance service delivery.
Required Education and Experience:
- Bachelors degree in Information Technology Computer Science or a related field. Relevant experience may substitute for the degree requirement on a yearforyear basis.
- Minimum of 5 years of experience in IT help desk support including at least 2 years in a supervisory or lead role.
- Proficiency in managing both Windows and Apple operating systems and familiarity with Microsoft Office suite and Adobe Acrobat.
- Experience in supporting VOIP telephones video teleconferencing tools (Zoom Microsoft Teams) and VPN solutions.
- Knowledge of service desk ticketing systems preferably experience with Crow Canyon or similar platforms.
- Understanding of Active Directory Office 365 and basic network support.
- Demonstrated leadership abilities and strong problemsolving skills.
- Excellent communication skills and a commitment to providing outstanding customer service.
- Certifications such as CompTIA A Network ITIL or Microsoft Certified Professional (MCP) are highly desirable
Employment Type
Full Time
