Help Desk Lead
Help Desk Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
We are seeking a skilled Help Desk Lead to oversee daily operations of a technical support team supporting a secure government program. The ideal candidate will have proven experience in team leadership software troubleshooting and user support within highsecurity environments. This role requires excellent communication documentation skills and familiarity with Microsoft Office tools and SharePoint. Experience with CODIS is strongly preferred.
Key Responsibilities:
- Serve as the lead technician and first escalation point for help desk team members ensuring timely resolution of user issues.
- Provide daytoday guidance task delegation and mentorship to help desk staff to maintain highquality service delivery.
- Troubleshoot and resolve software hardware and user access issues escalating complex cases as necessary.
- Track document and analyze incident trends contributing to continuous service improvement.
- Utilize Microsoft Office Suite and SharePoint to manage communications document support procedures and generate reports.
- Communicate clearly and professionally with users and stakeholders both verbally and in writing.
- Ensure compliance with help desk processes SLAs and information security protocols.
- Assist with onboarding knowledge base maintenance and training of support staff.
- Support and document operations related to CODIS when applicable.
- Minimum of 3 years of experience as a Help Desk Lead or lead worker on programs of similar scope and complexity.
- Strong software troubleshooting skills and experience resolving technical support issues.
- Fluent in spoken and written English with excellent communication and documentation abilities.
- Minimum of 3 years of experience with Microsoft Office Suite (Word Excel PowerPoint) and SharePoint (user level).
- Active Top Secret Clearance (required).
- Preferred: At least 2 years of experience with CODIS or direct support of CODISrelated environments.
If you are interested in getting more information about this opportunity please contact Irina your earliest convenience.
At Ariel Partners we solve the most difficult problems that inhibit technology from enabling our customers to achieve their goals. Our vision is to be recognized by our stakeholders as an elite provider of IT solutions so when they have their biggest challenges we are on their short list. We are looking for team members who share our values of:Integrityto do the right thing even when it hurts;Commitmentto the longterm success and happiness of our customers our people and our partners;Courageto take on difficult challenges accept new ideas and accept incremental failure; and the constant pursuit ofExcellence. Ariel Partners is an Equal Opportunity Employer in accordance with federal state and local laws.
Employment Type
Full Time
