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Help Desk Technical Lead

Company: ASGN Incorporated
Location: Washington
Posted on: March 19, 2023

Job Description:

Job#: Job Description:Help Desk Technical LeadLocation: Washington DC (1 week onsite, 1 week remote)Schedule: 11 AM - 8 PM6 month Contract to HireResponsible for the daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications. Be the Technician resource and Floor Coach that works 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. Also, maintain the up to date information in the Knowledge Base and ensure training paths for all resources on the Help Desk contract. This position is a liaison between general users and serves as an advisor for the Help Desk Manager and IT staff at the client-site. This individual is typically an anchor for the team to utilize prior to escalating support request to a higher tier of support.Responsibilities:Responsible for assisting with the training all staff on Help Desk requirements including ServiceNow, SOPs, all new/upgraded services, etc.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.Utilize the Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.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.Perform call monitoring audits.Run ad-hoc ITSM and ACD reports and record data as needed.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.Keeps 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.Resident expert for applications in the client's environment, who is intimately familiar with site specific corporate knowledge.Initiates work-around to be used to aid the end users while a permanent solution is being sought.Be a role model of productivity, efficiency, and maturity for help desk personnel.Required SkillsDirect Experience with ServiceNowAdvance understanding of IT Service Management processSmartphone setup, configuration experience (iPhone and Android)Windows server support experience ()Must have min. of 8 years' experience with Macs & Windows in an Active Directory EnvironmentExperience 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 systemsExperience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.Experience installing and supporting desktop / laptop hardware and Microsoft and Apple operations systemsExperience 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.EXPERIENCE LEVEL:High degree of written proficiency, accuracy and attention to detail, with a strong track record of FCR, time worked and work output.ITSM Incident Reporting Experience (3 years)Experience in Customer Service (6 years)Experience working with computers and operating systems.Experience with trouble ticketing system-currently using Service ManagerThorough knowledge of desktop and business/technical support systems.Technical certifications (Microsoft MCSA, MCSE, ACSP, ACMT, VMware, Cisco)Excellent time management skills, including the ability to manage own time and others time.Ability to manage multiple work tasks and lines of communication simultaneously.Exceptional written and oral communication skills (including presentation skills) with the ability to relay technical information to a mixed audience.Ability to multi-task and manage delivering trainings to multiple employees with different level of skillsets.Strong technical aptitude including excellent troubleshooting skills.Ability to work in a fast-paced, dynamic environment.Ability to interface with all levels of management.Ability to work well independently or in a team setting.CLEARANCE:U.S. Citizenship, must pass background investigation to obtain Public Trust.EDUCATION:BA/BS or equivalent experience and 8+ years of prior relevant experience or Masters with 6+ years or prior relevant experience"To apply please email your resume to "EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .Employee Type:ContractLocation:Washington, DC, USJob Type:Engineering and TechniciansDate Posted:March 15, 2023

Keywords: ASGN Incorporated, Washington DC , Help Desk Technical Lead, IT / Software / Systems , Washington, DC

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