Helpdesk Lead

Provide daily supervision and direction to help desk staff who are responsible for remote and on-site support to users, which includes in the Washington D.C areas and remote from e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC & MAC, iPhone, YubiKey, and printer problems).


Key Tasks & Responsibilities

• Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) as appropriate.
• Provide daily supervision and direction to staff who are responsible for phone and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Manage day-to-day work assignments of help desk personnel and reporting of issues/outages to management.
• Perform root cause analysis and analyze trends to remediate issues at the enterprise level.
• Coordinate and collaborate with other teams within IT on issues and reporting to staff.
• Identify and resolve problems with all automation hardware, software, systems and peripherals, at the customer service support center, the customer site, or by utilizing remote tools.
• Document all requests or resolutions in ServiceNow ticketing system.
• Install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop.
• Install, configure and troubleshooting common Network Protocols, to include, but not be limited to, TCP/IP and wireless protocols.
• Install, troubleshoot and perform repairs for terminals, mobile devices, peripherals and software.
• Install and configure all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanner, FAXs and other software and peripherals.
• Provide requested reports derived from information contained in ServiceNow Or JIRA
• Inventory, Monitor, troubleshoot, and resolve all operational and software problems associated with IT equipment, network and stand-alone printers

Education & Experience

• Bachelor's Degree desired. High School diploma required
• 1-2 years of IT operations experience.
• Relevant experience and/or certifications may be substituted for degree requirements
• Experience in a Microsoft computer support environment

Certifications

• ITIL 4
• HDMI- CSR
• ServiceNow -Admin
• Sec +

Security Clearance

• Public Trust High (Tier 4/BI) Risk Level
• Must be a US citizen or Lawful Permanent Resident

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• Full on-site work at the D.C. office

$120,000 - $130,000 a year

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [email protected].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.