Helpdesk Lead

Cwsc; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

Computer World Services seeks an on-site IT Operations Supervisor in Washington, DC. You will supervise help desk staff, triage and resolve issues across Windows, Mac, mobile devices, and printers, and escalate to Tier II/III as needed. A background in IT operations and ITIL 4 is preferred, with Security+ and Public Trust suitability.

On-site at the DC office. Responsibilities include incident triage, daily staff oversight, and documenting all activity in ServiceNow, ensuring efficient

Qualifications

• 1–2 years of IT operations experience.
• ITIL 4 certification or knowledge.
• ServiceNow admin experience or familiarity.
• Security+ certification or equivalent.
• Public Trust High (Tier 4/BI) clearance or suitability.
• US citizenship or Lawful Permanent Residency required.
• On-site work at the D.C. office.

Responsibilities

• Provide daily supervision and direction to help desk staff for remote and on-site support in Washington, D.C. and remote locations.
• Manage incident triage, escalate to Tier II/III as needed, and ensure timely resolutions.
• Oversee email, directories, OS, desktop apps, and applications deployed under the contract.
• Serve as the first contact for hardware/software, PC, Mac, iPhone, YubiKey, and printer problems.
• Document requests/resolutions in the ServiceNow system and generate reports.

Skills

IT operations

ServiceNow Admin

ITIL 4

Security+

Public Trust

Education

Bachelor's degree

High School diploma

Tools

Microsoft Windows

Mac OS

Job description

Responsibilities

Provide daily supervision and direction to help desk staff who are responsible for remote and on‑site support to users, which includes in the Washington D.C. areas and remote from e‑mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract. Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC & MAC, iPhone, YubiKey, and printer problems).

• Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and elevate to Tier II or Tier III as appropriate.
• Provide daily supervision and direction to staff who are responsible for phone and in‑person support to users in the areas of e‑mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems.
• Manage day‑to‑day work assignments of help desk personnel and reporting of issues/outages to management.
• Perform root cause analysis and analyze trends to remediate issues at the enterprise level.
• Coordinate and collaborate with other teams within IT on issues and reporting to staff.
• Identify and resolve problems with all automation hardware, software, systems and peripherals, at the customer service support center, the customer site, or by utilizing remote tools.
• Document all requests or resolutions in ServiceNow ticketing system.
• Install and troubleshoot all Microsoft Operating System Software and office automation software in use on the currently supported desktop.
• Install, configure and troubleshoot common network protocols, to include, but not be limited to, TCP/IP and wireless protocols.
• Install, troubleshoot and perform repairs for terminals, mobile devices, peripherals and software.
• Install and configure all components of the workstation configuration, such as network cards, sound cards, modems, video cards, printers, scanners, FAXes and other software and peripherals.
• Provide requested reports derived from information contained in ServiceNow or JIRA.
• Inventory, monitor, troubleshoot, and resolve all operational and software problems associated with IT equipment, network and stand‑alone printers.

Qualifications

• Bachelor’s Degree desired. High School diploma required.
• 1–2 years of IT operations experience.
• Relevant experience and/or certifications may be substituted for degree requirements.
• Experience in a Microsoft computer support environment.
• ITIL 4.
• HDMI‑ CSR.
• ServiceNow –Admin.
• Sec +.
• Public Trust High (Tier 4/BI) Risk Level.
• Must be a US citizen or Lawful Permanent Resident.
• Full on‑site work at the D.C. office.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [e-mail].