Help Desk Lead

3 weeks ago

Washington, United States Government Tactical Solutions Full time

**Lead Helpdesk Specialist**

**Location**: Onsite Washington, DC

**Responsibilities**:

- This vital position is responsible for providing advanced direct support to end users onsite and remote, and tracking all Help Desk metrics every week, including new/open incidents, classification of incidents by tier and assigned group, and number of resolved instances.
- Receive customer Help Desk phone calls, service requests and in-person walk-ins.
- Process Help Desk tickets with the Helpdesk Staff/Specialist serving as the single point of contact for support for the end user.
- Work with the functional areas of the PTT IT team, as well as junior Helpdesk staff, to provide Tier 2 and 3 customer support.
- Responsible for maintaining FAQs for questions or queries from users and SOPs for common issues encountered during the support process with detailed analysis and resolution steps.

**Required skills & experience**:

- Associate degree and 7+ years of relevant experience
- Experience with the ServiceNow ticketing system is required.
- Ability and flexibility to support a rotating 24/7 schedule.
- Ability to work 100% onsite at GSA Headquarters in Washington DC
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
- Azure AD (portal) administrator skills, Windows 11 management, basic networking, Wi-Fi / ethernet troubleshooting,
- Ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone.
- Friendly presence, helpful attitude, good interpersonal skills, empathy, and ability to work well with others.
- Strong analytical skills with the ability to visualize a problem or situation and think abstractly to solve it.
- Highly detail, productivity and customer service oriented.
- Adaptability, flexibility, and ability to deal with ambiguity and change.
- Effective communication and collaboration skills.
- Sound business ethics, including the protection of proprietary and confidential information.
- Ability to work with all levels of internal staff, as well as outside clients and vendors in a fast-paced environment.
- Skilled communicator with clients and employees.
- Ability to obtain and maintain a **Public Trust**

**Job Types**: Full-time, Contract

Pay: $71,200.00 - $89,500.00 per year

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Relocation assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance

Schedule:

- 8 hour shift

**Experience**:

- Help desk: 5 years (required)
- NOC/SOC: 1 year (required)

Security clearance:

- Secret (preferred)

Ability to Commute:

- Washington, DC 20003 (required)

Work Location: In person

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