The ACI Group, Inc. | Help Desk Lead | washington

3 days ago

washington, United States The ACI Group, Inc. Full time

Help Desk Lead, Washington, DC


  • Contract
  • On-site in Washington, DC
  • Due to our government client requirements, we can only consider US Citizens or Green Card holders for this position
  • NO THIRD PARTY RECRUITERS PLEASE CANDIDATES MUST BE SELF-REPRESENTED.


Description


Our client is seeking a hands-on Help Desk Lead to join their small team. You will oversee the Help Desk operations, providing crucial support, ensuring efficient resolution of IT issues. This role is a blend of technical expertise, management skills and passion for customer service.


Responsibilities


  • Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for our client's employees and contractors.
  • Oversee the response to service requests via telephone, email, voicemail, and direct walkups, ensuring high levels of customer satisfaction.
  • Manage and troubleshoot a variety of technologies, including Windows and Apple OS, Microsoft Office, Adobe products, VOIP telephones, video teleconferencing tools, VPN, and secure remote access solutions.
  • Supervise the support for a range of devices, such as desktop computers, laptops, tablets, smartphones, printers, scanners, and other peripherals.
  • Ensure the Help Desk team adheres to Information Security and Privacy Awareness training and complies with USGCB and DISA STIGS standards.
  • Utilize and maintain the service desk ticketing and tracking systems, ensuring accurate record-keeping and efficient ticket resolution.
  • Coordinate hardware moves, setups, and presentation support.
  • Provide guidance and training to team members and users on various applications and systems.
  • Collaborate with the client's OITM and other teams to maintain, update, and enhance IT services and processes.
  • Monitor and report on service desk performance, identifying areas for improvement and implementing strategies to enhance service delivery.


Requirements


  • Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant experience may substitute for the degree requirement on a year-for-year basis.
  • Minimum of 5 years of experience in IT help desk support, including at least 3 years in a supervisory or lead role.
  • Technical skills:

o Experience with MDM tools - Preferably Intune

o Experience with ticketing systems - Service Now, Jira

o Experience with Intune - Packaging applications, remediating vulnerabilities

o Experience with Intune autopilot

o Experience with Azure active directory

o Experience with creating a security group in the active directory

o Hands on experience with Microsoft 365 admin center, exchange and defender

o VPN troubleshooting experience - ZScalar

o Experience with SharePoint access management

o Remote Troubleshooting a PC

o Additional Hands-on experience with AD, Defender, O365 Platform tools

o Experience with MacOS, AVs, call center environment

o Experience with Remote user support?

o Experience in Antivirus Scanning Tool

  • Demonstrated leadership abilities and strong problem-solving skills.
  • Excellent communication skills and a commitment to providing outstanding customer service.
  • Certifications such as CompTIA A+, Network+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable.


Please Note:


  • Only those individuals selected for an interview will be contacted.
  • No calls, inquiries, or Third-Party Vendors please.
  • We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).
  • $1000 Referral Bonus - www.aci.com.


Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.

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