Helpdesk Lead

Provide daily supervision and direction to help desk staff who are responsible for remote and on-site support to users, which includes in the Washington D.C areas and remote from e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC & MAC, iPhone, YubiKey, and printer problems).

Key Tasks & Responsibilities

• Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate.
• Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Manage day-to-day work assignments of help desk personnel and reporting of issues/outages to management.
• Perform root cause analysis and analyze trends to remediate issues at the enterprise level.
• Coordinate and collaborate with other teams within IT on issues and reporting to staff.
• Identify and resolve problems with all automation hardware, software, systems and peripherals, at the customer service support center, the customer site, or by utilizing remote tools.
• Document all requests or resolutions in ServiceNow ticketing system.
• Install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop.
• Install, configure and troubleshooting common Network Protocols, to include, but not be limited to, TCP/IP and wireless protocols.
• Install, troubleshoot and perform repairs for terminals, mobile devices, peripherals and software.
• Install and configure all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanner, FAXs and other software and peripherals.
• Provide requested reports derived from information contained in ServiceNow Or JIRA
• Inventory, Monitor, troubleshoot, and resolve all operational and software problems associated with IT equipment, network and stand-alone printers

Education & Experience

• Bachelor’s Degree desired. High School diploma required
• 1-2 years of IT operations experience.
• Relevant experience and/or certifications may be substituted for degree requirements
• Experience in a Microsoft computer support environment

Certifications

• ITIL 4
• HDMI- CSR
• ServiceNow -Admin
• Sec +

Security Clearance

• Public Trust High (Tier 4/BI) Risk Level
• Must be a US citizen or Lawful Permanent Resident

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Full on-site work at the D.C. office