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Senior Help Desk Support Specialist

3 months ago

Bethesda, United States LCG, Inc. Full time
Job DescriptionJob Description

Position Summary: The Senior Help Desk Support Specialist provides advanced technical support to users, resolves complex technical issues, and acts as a mentor to junior help desk staff. This role is responsible for ensuring high levels of customer satisfaction through efficient and effective issue resolution and contributing to continuous improvement of help desk operations.

Key Responsibilities:

  • Diagnose and resolve complex technical issues across various devices, applications, and systems.
  • Provide expert-level support for Dell, Apple, HP, Lenovo desktops/laptops, mobile devices, printers, video conferencing equipment, and more.
  • Mentor and guide junior help desk staff, providing training and support to enhance their technical skills and knowledge.
  • Assist in managing the help desk team’s daily operations, ensuring adherence to service level agreements (SLAs) and help desk best practices.
  • Handle escalated help desk tickets and ensure timely resolution of advanced issues.
  • Track and document incidents and resolutions in the IT Service Management System (ServiceNow) and provide detailed reports on ticket status and resolution times.
  • Provide in-person, remote, and over-the-phone support to end-users, ensuring excellent customer service.
  • Develop and conduct training sessions for end-users on various IT topics, including software applications and security practices.
  • Support and troubleshoot a wide range of applications including Adobe Acrobat Pro, Active Directory Services, ActiveRoles Console, Bomgar, FileMaker Pro, HCL BigFix, JAMF Pro, KACE Systems Deployment Appliance, Trellix, Microsoft Office Suite, Microsoft Visio, Microsoft Project, Microsoft Teams, Enterprise Applications, Parallels Desktop, VMware Fusion, VMware View, and Zoom.
  • Ensure all systems and applications are up-to-date with the latest patches and configurations.
  • Ensure all IT equipment and software adhere to federal security policies and procedures.
  • Implement security measures to protect data and systems, including encryption and regular security audits.
  • Identify areas for improvement in help desk operations and develop solutions to enhance efficiency and effectiveness.
  • Create and maintain comprehensive documentation, including standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles.
  • Collaborate with other IT teams and departments to ensure seamless support and implementation of IT projects.
  • Maintain clear and effective communication with end-users, team members, and management.

Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, or related field. Equivalent experience may be considered.
  • Minimum of 5-7 years of experience in a help desk or technical support role, with at least 2 years in a senior or lead position.
  • Strong technical expertise in desktop and mobile device support, software applications, and network troubleshooting.
  • Excellent problem-solving and analytical skills.
  • Strong leadership and mentoring abilities.
  • Superior customer service and communication skills.
  • CompTIA A+, Microsoft Certified Professional (MCP), ITIL Foundation, or other relevant certifications are highly desirable.

Compensation and Benefits

LCG offers a competitive, comprehensive benefits package which includes health insurance options (medical, dental, vision), life and disability insurance, retirement plan contributions, as well as paid leave, federal holidays, professional development, and lifestyle benefits.

Devoted to Fair and Inclusive Practices

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

If you are interested in applying for employment with LCG and need special assistance or an accommodation to apply for a posted position, contact our Human Resources department by email at hr@lcginc.com.

Securing Your Data

Beware of fraudulent job offers using LCG's name. LCG will never request payment-related details or advancement of money during the application process. Legitimate communication will only come from lcginc.com or system@hirebridgemail.com emails, not free commercial services like Gmail or WhatsApp. If you receive suspicious emails asking for payment or personal information, contact us immediately at hr@lcginc.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.