Principal Help Desk Specialist

Primary Responsibilities:

This role is responsible for leading a team and interacting with customers to handle service inquiries and problems. Duties include examining and solving highly complex customer problems and implementing appropriate corrective action to initiate a repair or return. This role analyzes recurring problems and initiates solutions for preventing reoccurrence.  Individuals in this role may be required to remotely log into the end users' endpoint (desktops and/or servers with Windows or Linux OS) to perform technical software configuration, rebooting, and other remedial actions.  Responsible for developing and applying in-depth understanding towards solutions to technical issues and problems in multiple areas of disciplines that are undefined and complex.  Issues are complex in nature, team members respond to and address customer technical challenges through the diagnosis, analysis, application, and monitoring of complex solutions across multiple technical platforms which span organizational structures and classification levels.  This role is also responsible for installation, configuration, administration, support, and maintenance of systems, including associated hardware.

Primary Responsibilities:

• Duties may include updating new systems, as well as support on current systems by tuning performance, allocating storage space, and implementing critical system patches.

• Works to achieve key project/program objectives and deliverables.
• Responsible for entire projects or processes spanning multiple technical areas.
• Manages large projects or processes with moderate impact on the achievement of sub-family results.
• Develops solutions to technical problems and issues that are unclear and require deep technical knowledge.
• Regularly employs ingenuity and creativity to develop new technical solutions and systems to achieve functional objectives.
• Communicates with internal team members across multiple areas and client team members.
• May communicate with parties external to the organization (e.g., sub-contractors, vendors, etc.).
• Works to influence project/team leaders regarding solution design, process and/or approaches.
• Requires deep understanding of and ability to apply principles, theories, and concepts.

Basic Qualifications:

• Requires a current and active TS/SCI with a polygraph, for consideration
• Demonstrated mastery across multiple technical disciplines, applying advanced engineering principles to complex, high-impact mission challenges.
• Proven experience leading major technology initiatives, including architecture, design, integration, modernization, and implementation of enterprise-scale solutions.
• Experience evaluating system performance, technical risk, scalability, and architecture to recommend significant changes that improve mission outcomes and long-term technical viability.
• Recognized technical expert with demonstrated success providing technical direction and solving highly complex problems across multiple projects and engineering domains.
• Experience serving as a senior technical advisor to customers and stakeholders, translating mission requirements into technical strategies, architectures, and actionable engineering solutions.

• Bachelor’s degree with 12 or more years of experience, or a MS degree and 10 or more years of prior relevant experience.  Will consider additional work experience in lieu of a degree.
• Physical Requirements: Ability to lift and move IT equipment (up to 30–50 lbs.) and crawl under desks for physical cabling or machine setups.

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