What are the responsibilities and job description for the Lead VOIP Networking Analyst position at Tech Brains Solutions, Inc.?
Role: Lead VOIP Networking Analyst (IT help desk)
Location: Washington, DC (100% Onsite)
Role Type: Contract
Duration :3 plus years | Tax Terms: W2/1099
Responsibilities
Required Education and Experience:
Location: Washington, DC (100% Onsite)
Role Type: Contract
Duration :3 plus years | Tax Terms: W2/1099
Responsibilities
- Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for 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 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.
Required Education and Experience:
- 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 2 years in a
- supervisory or lead role.
- Proficiency in managing both Windows and Apple operating systems and familiarity with
- Microsoft Office suite and Adobe Acrobat.
- Experience in supporting VOIP telephones, video teleconferencing tools (Zoom, Microsoft
- Teams), and VPN solutions.
- Knowledge of service desk ticketing systems, preferably experience with Crow Canyon or
- similar platforms.
- Understanding of Active Directory, Office 365, and basic network support.
- 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.
