About the job Help Desk Lead, Washington, DC
Help Desk Lead, Washington, DC
- Contract
- On-site in Washington, DC
- Due to our government client requirements, we can only consider US Citizens or Green Card holders for this position
- NO THIRD PARTY RECRUITERS PLEASE! CANDIDATES MUST BE SELF-REPRESENTED.
Description
Our client is seeking a hands-on Help Desk Lead to join their small team. You will oversee the Help Desk operations, providing crucial support, ensuring efficient resolution of IT issues. This role is a blend of technical expertise, management skills and passion for customer service.
Responsibilities
Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for our client's 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 the client's 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.Requirements
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 3 years in a supervisory or lead role.Technical skills :o Experience with MDM tools - Preferably Intune
o Experience with ticketing systems - Service Now, Jira
o Experience with Intune - Packaging applications, remediating vulnerabilities
o Experience with Intune autopilot
o Experience with Azure active directory
o Experience with creating a security group in the active directory
o Hands on experience with Microsoft 365 admin center, exchange and defender
o VPN troubleshooting experience - ZScalar
o Experience with SharePoint access management
o Remote Troubleshooting a PC
o Additional Hands-on experience with AD, Defender, O365 Platform tools
o Experience with MacOS, AVs, call center environment
o Experience with Remote user support?
o Experience in Antivirus Scanning Tool
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.Please Note :
Only those individuals selected for an interview will be contacted.No calls, inquiries, or Third-Party Vendors please.We are an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences. (The ACI Group is unable to sponsor H1B Visas).1000 Referral Bonus - www.aci.com.Since 1988, The ACI Group, a Baltimore-based staffing firm, has been committed to hiring the industry's leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.
