Helpdesk Lead

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