This Help Desk/IT Support Lead is responsible for an IT support team providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. The ideal candidate will have a strong technical background, excellent communication skills, and a commitment to delivering high-quality customer service.
US Citizenship and the ability to pass a Federal government clearance check are required for this position.This position will be onsite in Washington, DC five days a week. RESPONSIBILITIES:
- Lead, mentor, and guide other help desk specialists to maintain high standards of customer service, technical troubleshooting, and ticketing accuracy
- Act as the senior escalation point for complex or unresolved Tier 1/2 hardware, software, and network support tickets
- Oversee shift and weekend/holiday coverage schedules to ensure seamless, continuous support coverage for Federal client operations
- Analyze ticketing data and key performance indicators (KPIs) to identify recurring issues, bottle-necks, and opportunities for service delivery enhancement
- Standardize help desk workflows, Knowledge Base articles, and Standard Operating Procedures (SOPs) to streamline resolution times
- Serve as a primary technical liaison between the help desk team and Federal stakeholders
- Serve as the first point of contact for end-users seeking technical assistance in person, via phone, or email
- Diagnose and resolve hardware, software, network, and printer issues
- Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripheral equipment
- Escalate unresolved issues to appropriate teams or vendors as needed
- Document incidents, requests, and resolutions accurately in the ticketing system
- Maintain user accounts, password resets, and access rights following standard procedures
- Provide basic training and guidance to users on IT tools and best practices
- Collaborate with other IT staff to identify and implement process improvements
- Provide user support for a suite of collaboration, account management, and agency applications
- Help to maintain the structure and content of web applications
- Provide weekend and holiday morning check coverage on a rotational basis
- Work with users to develop new collaboration areas and recommend areas for client support/process improvement
- Recommend areas for client support/process improvement
- Troubleshoot application technical issues and submit bug reports and support records management
- Write and maintain user and technical documentation and develop training materials and courses
REQUIRED SKILLS:
- A minimum of 2 years of customer service experience supporting web applications or information technology activities
- A minimum of 1 year of experience troubleshooting hardware and software issues on PCs, web conferencing tools, and mobile devices
- Experience using a support desk ticketing system such as Jira Service Management or Remedy and managing a queue of tickets
- Excellent grammar and spelling in written communication, and excellent verbal communication
- Ability to learn and contribute quickly to project requirements
- Ability to explain technical issues in a clear, non-technical manner
- Ability to prioritize and organize efforts in a fast-paced environment
- Independent problem-solving skills, strong analytical abilities, creativity, and a customer service-oriented personality
- Comfortable working with high profile customers in a fast paced environment, ever evolving environment
- Basic knowledge of Microsoft Office applications to include a basic understanding of Microsoft Outlook, Word, and Excel
PREFERRED SKILLS:
- Leadership experience through management or mentoring more junior team members
- Solid understanding of web and technology fundamentals
- Experience working with developers and application testing
EDUCATION:
- Bachelor's degree in a relevant discipline (Computer Science, Mathematics, Information Technology or related preferred), 4 years of equivalent experience may be considered in lieu of a degree
Our B Corp mission is reflected in our benefits, including offerings like health care, 401K, parental leave, adoption assistance, financial planning services, student loan repayment assistance, and training budget. There's more, .
Salary: $80,000-95,000 commensurate with experience as judged through the interview process.
