Help Desk Technical Lead

A Washington, D.C.-based tech services company is looking to add an experienced IT professional to their team as a Help Desk Technical Lead. In this role, the Help Desk Technical Lead will be responsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. This is a Hybrid opportunity requiring the qualified professional to work every other week onsite.

• Work with onboarding employees to develop the team's technical and situational capabilities so that Tier I, Tier 2, Tier 3 and Maintenance Team and other support groups consistently exceed their Service Level Agreement goals and keep Customer Satisfaction at superior levels
• Maintain the up to date information in the Knowledge Base and ensure training paths for all resources on the Help Desk contract
• Serve as technical resource and subject matter expert (SME), providing training to new Help Desk personnel
• Provide direction and mentoring for technical troubleshooting and resolutions that cannot be resolved by team members
• Create and/or revise Standard Operating Procedures (SOP) and Knowledge Base articles
• Act as the lead for the Document Management Board (DMB), maintaining all SOP updates
• Perform daily audits of Remedy tickets created and escalated by Service Desk technicians for accuracy, training, and timely resolution
• Create, maintain and update training plans using the Knowledge Base and/or company provided resources
• Answer phone calls when directed by management, during peak hours and when call volumes are high
• Attend and assist with customer/team training meetings, as needed
• Ensures maximum issue resolution in minimum time to meet Service Level Agreements
• Respond and follow up on technical help tickets submitted via phone, email and ticketing systems
• Provide IT support troubleshooting Windows and Mac systems, with a variety of other technologies and toolsets
• Keep the Help Desk Manager and IT aware of end-user issues that appear to constitute a trend or common occurrence among users, whether IT staff or end users
• Perform other duties, as needed

• 8+ years of related work experience with a Bachelor's Degree; or, 6+ years of relevant experience with a Bachelor's Degree
• Technical certifications (Microsoft MCSA, MCSE, ACSP, ACMT, VMware, Cisco)
• Experience with ITSM Incident Reporting
• Experience working with computers and operating systems
• Experience with trouble ticketing system-currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems
• Direct experience with ServiceNow
• Advance understanding of IT Service Management process
• Smartphone setup, configuration experience (iPhone and Android)
• Experience installing and supporting applications such as Microsoft Office and Outlook, O365 and cloud services, Windows 10 and Mac OS
• Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems
• Experience troubleshooting mobile devices using both iOS and Android
• Experience installing and supporting desktop / laptop hardware and Microsoft and Apple operations systems
• Experience in working on a Service Desk teams supporting IT services
• Experience with LAN/WAN connectivity and troubleshooting
• Experience with hardware components such as hard drives, power supplies, and motherboards
• Customer service oriented
• Great interpersonal skills
• Excellent communication skills (written and verbal)
• Strong attention to detail
• Highly organized

• Experience with AirWatch / Intelligent Hub