Senior Helpdesk Team Lead

Job Description

Job Description

Salary :

SeK ON is seeking a Senior Helpdesk Specialist / Helpdesk Team Lead to join our innovative team, managing and supporting end-user computing environments to ensure smooth operations and effective troubleshooting.

This position supports the National Institutes of Health (NIH), specifically the National Institute on Drug Abuse (NIDA) in Rockville, MD.

In this role, you will provide hands-on support for hardware and software, maintain basic network services, and lead a team of help desk specialists.

The Senior Helpdesk Specialist will operate independently or under the guidance of System Engineers or the COR, playing a critical role in ensuring the seamless functionality of desktops, laptops, mobile devices, and other essential IT equipment.

With over 25 years of experience, SeK ON specializes in providing large-scale health IT programs in support of federal government customers including the Centers for Disease Control (CDC), Centers for Medicare and Medicaid (CMS), Defense Health Agency (DHA), and National Institutes of Health (NIH).

Our vision is To be the premier management and technology consulting firm providing solutions that improve quality of life and work .

RESPONSIBILITIES :

• End-User Support : Provide technical support to users by troubleshooting hardware, software, and network issues, ensuring timely resolution.
• Device Management : Administer and maintain desktop computers, laptops, mobile devices, and other equipment to ensure optimal performance.
• Software Support : Install, configure, and maintain software such as Microsoft Office, Adobe products, and other end-user applications.
• Basic Network Services : Support and troubleshoot network connectivity issues, including Wi-Fi and VPN connections.
• I ncident Management : Handle and track user requests through the help desk system, escalating issues as necessary to System Engineers.
• Team Leadership : Manage and mentor a team of help desk specialists, guiding them to provide excellent service and meet performance goals.
• Collaboration : Work closely with other IT teams to resolve complex issues and maintain consistent service across the organization.
• Documentation : Create and update knowledge base articles, guides, and procedural documentation for the help desk team and end-users.
• Asset Management : Monitor and maintain IT inventory, ensuring proper tracking of devices and equipment.
• Training & Onboarding : Assist in onboarding new employees by setting up devices, accounts, and providing orientation on IT resources and policies.
• Compliance : Ensure end-user computing activities align with the organization’s SOW and security policies.

REQUIREMENTS :

• Bachelor’s Degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 6+ years of experience in end-user support with at least 3+ years in a leadership role managing help desk teams.
• OR : 10 years of IT-related experience, including 6 years in a leadership role in end-user support activities.
• Expertise in troubleshooting Windows and Mac operating systems, software applications, and mobile devices.
• One or more of the following certifications :
• Microsoft Certified Technology Specialist (MCTS)
• Apple Certified Mac Technician (ACMT)
• Apple Certified Support Professional (ACSP)

PREFERRED QUALIFICATIONS :

• Experience with ticketing systems such as ServiceNow, Jira, or Zendesk.
• Knowledge of Active Directory and group policy management for user administration.
• Familiarity with cloud-based solutions such as Office 365 or Google Workspace.
• Experience supporting federal government or regulated environments.
• Strong communication, leadership, and interpersonal skills to effectively manage a team and interact with users at all levels.
12 days ago