IT Help Desk Senior Engineer

Veteran Tech Brigade; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

A tech support company in Washington, DC, is seeking a Help Desk Supervisor to oversee help desk functions and provide customer technical assistance. The ideal candidate will have at least 3 years of supervisory experience, a relevant college degree, and necessary certifications like MCITP or MCSE. A comprehensive background check is required for this role.

Qualifications

• 3 years of relevant technical supervisory experience required.
• Willingness to comply with a comprehensive background check.

Responsibilities

• Oversee help desk functions and provide technical assistance.
• Supervise ticketing assignments through the queue-based system.
• Maintain inventory of all equipment and software licenses.

Skills

Customer service orientation

Technical aptitude

Problem solving

Adaptability

Attention to detail

Stress tolerance

Education

College degree in relevant field

Tools

Help desk software

NTConnections ticketing system

MCITP or MCSE

Job description

Responsibilities

• Oversee help desk functions and participate in customer technical assistance by phone, electronically and in person
• Resolve problems to the end user’s satisfaction
• Supervise ticketing assignments through the queue-based NTConnections ticketing system
• Modify configurations, utilities, software default settings, etc. for customer workstations
• Administer help desk software to log all help desk interactions
• Install, configure and test new workstations, peripheral equipment and software
• Execute server builds and installations within a diverse set of customer premises
• Manage customer interaction to ensure clear and attainable expectations
• Help develop recommendations for improved customer solutions
• Maintain inventory of all equipment, software and software licenses
• Identify and escalate situations requiring senior level attention

Qualifications

• Customer service orientation
• Technical aptitude
• Problem solving
• Adaptability
• Attention to detail
• Stress tolerance
• College degree in relevant field
• 3 years of relevant technical supervisory experience
• Certifications: MCITP or MCSE
• Willing to comply with comprehensive background check