Help Desk Lead

Help Desk Lead

Quantico, VA

Pay From: $110000 per year

MUST:

Experienced Help Desk Lead

Active TS/SCI clearance required

3+ years of experience as Help Desk Lead or lead worker on programs of similar scope and complexity

3+ years of experience with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level)

2+ years of experience with CODIS or direct support of CODIS-related environments

Strong software troubleshooting skills and experience resolving technical support issues

Experience with CODIS is strongly preferred

Bachelors degree preferred, equivalent experience can substitue degree

DUTIES:

Serve as the lead technician and first escalation point for help desk team members, ensuring timely resolution of user issues

Provide day-to-day guidance, task delegation, and mentorship to help desk staff to maintain high-quality 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

Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. "Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act".