Help Desk Team Lead

Job Title: Help Desk Lead  

Locations: Two Sites, Rockville, Maryland

Users Supported: Approximately 375  

The Help Desk Lead will provide on-site technical support for approximately 375 users across two locations. This role is responsible for handling support requests via the ServiceNow ticketing system, as well as phone, email, and walk-ins. The Help Desk Lead will manage the configuration, installation, and support of various IT equipment and peripherals, including PCs, Macs, laptops, tablets, mobile devices, and printers.

Key Responsibilities:  

• Device Configuration and Installation: Configure and install computers (PCs and Macs), mobile devices, and peripherals according to organizational standards and federal guidelines.
• IT Security Compliance: Set up devices to meet the U.S. Government Baseline Configuration (USGBC) and other secure configurations as required; ensure encryption on all laptops and desktops.
• Equipment Relocation: Relocate IT equipment as needed, ensuring setup and secure installation at each site.
• Hardware and Software Troubleshooting: Diagnose and resolve hardware and software issues, communicating solutions and updates to end-users, with progress reports provided at least twice daily for unresolved issues.
• Software Support: Provide support for a range of standard and custom software, including proprietary and scientific applications.
• Desktop and Network Connectivity: Connect and configure devices to local networks; manage remote user setup when required.
• Documentation and SOP Development: Create end-user documentation, develop SOPs for common support tasks, and contribute to knowledge-sharing materials.
• Security and Maintenance: Manage desktop maintenance, security protocols, software distribution, patch management, and virus updates; ensure compliance with guidelines for device sanitation and disposal.
• Virtual Support: Offer remote assistance via virtual tools like Bomgar to support remote users and troubleshoot issues efficiently.

The Help Desk Lead will play a critical role in providing timely and effective support while ensuring all operations align with required security and operational guidelines.

Requirements:  

Experience:  

•   Minimum of 7 years in a Help Desk or technical support role.
•   Recent experience supporting an NIH Institute is a plus.
•   Familiarity with NIH systems, such as ServiceNow, and federal IT requirements.

Education:  

•   Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred.

Certifications:  

•   Certifications in relevant areas (e.g., CompTIA A , Network , or ITIL) are a plus.

Technical Skills:  

•  Experience with configuring and securing IT equipment following U.S. Government Baseline Configuration (USGBC) standards.
•  Proficiency in Windows and Mac operating systems, mobile device management, network connectivity, and patch management.

Compliance:  

•   Knowledge of and adherence to Health and Human Services (HHS), National Institutes of Health (NIH), and other federal security guidelines, including encryption protocols and device sanitation standards.

Carson Associates is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local laws.