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Computer World Services

Posted 4 months ago

Open

Helpdesk Lead

WashingtonOn-siteFull-time

AI Summary

Leads and supervises a help desk team delivering remote and on-site user support in Washington, DC, handling hardware/software issues, incident triage, escalation, and coordination with IT teams.

About this role

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

    • Skills

    Active Directory (implied By Windows Support)Desktop SupportEnterprise IT OperationsHardware DiagnosticsHDMI CSRIT CertificationsITIL 4JiraMac OSMobile Device SupportNetwork ConfigurationNetworking (TCP/IP, Wireless)Printer Hardware And PeripheralsPrinter TroubleshootingRemote ToolsRemote TroubleshootingRisk/complianceSecurityServiceNowServiceNow AdminSoftware InstallationTerminal And Device RepairTicketing SystemsWindows Operating SystemsYubiKey

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