Help Desk Lead

We have an outstanding Contract to Hire position for a Help Desk Lead to join a leading Company located in the Quantico, VA surrounding area.

US Citizenship is required.
Candidate must possess an active Top Secret/SCI Security Clearance.

• Serve as the primary point of contact for end users to provide ongoing support, monitoring, and life cycle management of incident tickets.
• Provide service desk customer support for all computer networks and systems with an emphasis on customer service and call/ticket resolution .
• Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
• Resolve customers' administrative and technical communications problems and install, configure, and operate client/server devices.
• Document all troubleshooting and customer interaction in the ITSM system.
• Recognize application and technical problem trends and provide mitigation plans to avoid future occurrences.
• Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service.
• Support password resets, imaging of workstations, run cables from the user workstation to the LAN/Unified Communications Center junction box , coordinate with the Navy on trouble ticket issues to include VoIP phones.
• Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and updated regularly.
• Perform the installation of equipment, connection of peripherals, and the installing / deleting of client-level software, and ensure all documentation is in accordance with DoD policies, guidance, and directives.
• Implement client workstation software patches, security fixes, and service releases according to local instructions.
• Ensure immediate attention and support is provided to the Top Four (executive tickets/issues).
• Provide administration of user account creations/deletions, configuring devices, device policy creation/management, troubleshooting/resolving problems users have with their devices, and issuing new/replacement hardware.
• Support customer requests and troubleshoot, including administrative and technical assistance for all aspects and types of workstations, mobile devices, VPN , laptops, and tier one (1) troubleshooting of VTC/Global Video System (GVS) issues prior to escalation.

• 5 years of experience in the IT field, including at least 3 years supporting service desk operations and customer support functions.
• Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8570 certification requirements).
• ITIL certification desired.
• Experience managing ticket resolution ITSM , such as Service Now.
• Experience imaging of workstations. Experience with mobile device management, issuing devices, administering accounts, and troubleshooting mobile devices.
• Experience with iPhone mobile devices and Purebred software for mobile device management.
• Experience with Intune devices and Intune software on mobile devices.
• Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration and resolution.
• Must have outstanding customer service and communications skills and the ability to interact professionally within all levels of an organization.
• Must be a US citizen and hold a current Top Secret clearance with SCI access (TS/SCI).

Military connected talent encouraged to apply.

VEVRAA Federal Contractor / Request Priority Protected Veteran Referrals / Equal Opportunity Employer / Veterans / Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance