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 -

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.