Provides support to end-users, internal users, or partners and serves as a Team Lead for the Washington DC Service Desk. Serves as the liaison between the Information Solutions and Services (ISS) department and the end user on issues related to desktop computers, laptops, printers, network connectivity and remote access. Also, provides support to end users for PC, server or mainframe applications, and hardware. Simulates or recreates a process to resolve operating difficulties and may interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Prepares PCs for deployment and provides education and/or training to end users. Handles basic support of hardware, applications and operating systems, technical consultation and networking.
This role will be fully onsite in our Washington, DC office.
Accountabilities:
Lead information system projects that include identifying customer IT requirements.
Interpret and apply Standard Operating Procedures.
Evaluate and recommend adoption of new or enhanced approaches to delivering infrastructures services.
Provide daily supervision and direction to Help Desk Specialists and Help Desk Support Services Specialist – Intermediate.
Ensure activities, services, or products meet organizational goals and objectives.
Evaluate the effectiveness of identifying and providing the highest quality service.
Leads and/or participates in assessment and design team activities.
Qualifications:
Requires 5-8 years of experience providing end-user support for current PC desktop and application software or installing, upgrading, troubleshooting and repairing personal computers in a network environment.
Bachelor's Degree or its International Equivalent in Computer Engineering, Computer Science, Information Technologies or Related Field.
Prior experience leading teams is required.
Excellent oral and written communication skills as well as strong customer service experience.
Ability to influence, motivate, and collaborate with others.
Knowledge of ticketing software is required, previous experience using Cherwell is preferred.
Understanding of technical product development and IT architecture
Ability to adapt and resolve problems or issues
Advanced knowledge of computer systems, software, and programs, including Microsoft 365 and Azure
Ability to adapt to changes and provide recommendations and solutions to problems or issues.
Project management experience preferred.
Able to anticipate and resolve deviations from a plan or schedule early and keep all participants and stakeholders informed.
Identify, log, analyze and manage potential and actual issues and risks, taking corrective action either by handling directly or by supervising staff.
Supervision Given/Received:
Oversees the Washington DC Service Desk.
Identifies and resolves issues with team members and recommends solutions to management.
Supervises 5+ User Support Associates, setting performance expectations, work plans and conducting performance assessments.
Provides team with direction and vision, including motivating people to perform, providing feedback, recognizing strengths, and providing solutions to challenges.