Job Description BAE is seeking an experienced Senior Help Desk Analyst to serve as a working task lead for a five-person onsite support desk team. The primary duties include:
- Serve as a working task lead, actively managing and working break-fix tickets and service requests.
- Provide technical oversight and guidance to team members.
- Interact with Technical leadership and on-site Government program manager to ensure operational alignment and contract adherence.
This position is on the General Integration contract supporting the Executive Office of United States Attorneys' (EOUSA).
The Help Desk Analyst & Working Lead provides frontline technical support to end users while overseeing daily service desk operations to ensure high-quality, efficient, and customer-focused IT support. This role combines hands-on troubleshooting responsibilities with leadership duties, guiding team members, managing workflows, and ensuring adherence to service-level standards.
Required Skills and EducationMinimum Candidate Requirements- Minimum of 8 years' overall IT experience with a minimum of 6 years of Help Desk experience.
- Provide onsite help desk support to EOUSA ends users at multiple Washington, D.C. locations between the hours of 7:00AM to 6:00PM for a base 40-hour work week with the ability to flex hours to cover various shifts.
- Experience motivating, and coaching, support staff -ensuring effective team collaboration and development.
- Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking; user complaint and monitoring programs; and quality control programs.
- Excellent written and verbal communication skills, including experience in presenting material to senior Government officials & stakeholders.
- Proven experience with IT support, training, problem resolution, and customer satisfaction.
- Currently holds an A+ certification with the ability to maintain active certification status.
- Proficiency in Microsoft suite: Word, PowerPoint, Excel, etc.
- Ability to produce and provide reports for management and leadership status updates.
Anticipated Skill Set- Serve as a primary point of contact for end users seeking assistance with hardware, software, network connectivity, and enterprise systems.
- Diagnose and resolve incidents through remote tools, phone support, and in-person troubleshooting.
- Document all incidents, service requests, and resolutions within the organization's ticketing system.
- Escalate complex technical issues to Tier 2/Tier 3 teams following established escalation paths.
- Coordinate with IT teams (Infrastructure, Security, Applications) to ensure seamless support delivery.
- Provide clear, user-friendly explanations and guidance to technical and non-technical staff.
- Provide excellent customer service in all interactions, maintaining professionalism and clarity.
- Communicate planned outages, updates, and resolutions to affected stakeholders.
- Foster a customer-centric culture within the Help Desk team.
- Oversee the daily operations of the Help Desk, ensuring timely response and resolution of incoming tickets.
- Assign, monitor, and balance workload among team members to maintain service standards.
- Provide minimal supervisory duties as needed.
- Serve as a point of contact for escalated customer concerns, ensuring issues are resolved professionally.
Security Requirements- Must be able to obtain up to a TS clearance.
Preferred Skills and EducationPreferred Education, Experience, & Skills:- Information Technology Infrastructure Library V4 (ITIL 5) certification.
- A bachelor's degree in computer science, Engineering, Information Systems, Business, or other relevant discipline or related field.
