|
Position: Help Desk Lead |
|
Job Id: 3560 |
# of Openings: 1 |
|
Help Desk Lead
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team!
Job Summary
B&A is seeking a
Help Desk Lead to manage and guide our help desk team in delivering high-quality technical support to end-users. As the Help Desk Lead, you will be responsible for overseeing day-to-day help desk operations, ensuring timely issue resolution, and providing leadership to a team of help desk technicians. The ideal candidate will have a strong background in troubleshooting, excellent communication skills, and the ability to handle complex technical issues. Experience with
CODIS (Combined DNA Index System) is preferred.
Responsibilities
- Lead and supervise a team of help desk technicians, providing guidance, coaching, and mentorship to ensure effective support and high productivity.
- Oversee troubleshooting and resolution of complex technical issues, ensuring that problems are resolved promptly and accurately. Escalate issues when necessary to senior management or specialized teams.
- Monitor and ensure proper handling of tickets, ensuring that all service requests are logged, tracked, and resolved according to established procedures and service level agreements (SLAs).
- Evaluate and optimize help desk processes to improve efficiency, reduce response times, and increase user satisfaction. Recommend and implement improvements based on user feedback and operational needs.
- Provide guidance and training to help desk staff and end-users on the use of software, systems, and troubleshooting techniques, ensuring users are equipped to resolve common issues independently when possible.
- Maintain clear, concise, and accurate documentation of common technical issues and their resolutions. Ensure the knowledge base is up-to-date for both the help desk team and end-users.
- Ensure effective communication with users, providing regular status updates on open issues and offering clear, user-friendly instructions to resolve technical problems.
- Collaborate with other IT teams (network administrators, system administrators, etc.) to resolve complex issues and ensure smooth integration of IT systems.
- Assist users with troubleshooting and resolving issues related to CODIS (Combined DNA Index System) as needed, ensuring that the system is functioning properly for all users.
Education and Experience
- Bachelor's degree
- Minimum of three (3) years of experience as a lead worker in a program of similar scope, type, and complexity, including at least one year in a supervisory or lead role.
Required Skills
- Documented troubleshooting experience with software applications, with the ability to diagnose and resolve complex technical issues.
- Exceptional verbal and written communication skills in fluent English, with the ability to clearly articulate technical information to non-technical users.
- Minimum of three (3) years of hands-on experience with the latest versions of Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint (user level).
- Strong focus on delivering high-quality customer service, with the ability to manage user expectations and resolve conflicts effectively.
- Proven ability to work effectively as part of a team, providing leadership and support to other help desk technicians and collaborating with other IT departments to resolve issues.
Desired Skills
- Two (2) years of experience with and knowledge of CODIS (Combined DNA Index System) is preferred, including troubleshooting and providing user support for the system.
- Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), ITIL Foundation, or similar certifications are a plus.
- Experience with help desk software and ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk) to manage incidents, service requests, and track performance metrics.
- Experience identifying areas for improvement within help desk operations and implementing strategies to enhance efficiency and service quality.
- Basic project management skills, with the ability to manage and execute small to medium-sized projects within the help desk environment.
Security Clearance
- Secret clearance to start. The ability to obtain a Top Secret clearance, if required.
More About B&A:
Notable Clients
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
Benefits and Programs
B&A is proud to offer three robust individual and family medical plans to full time employees, including a Health Savings Account (HSA) option as well as dental, vision, life & AD&D, disability, Teladoc, accident, and critical illness insurance. In addition to these benefits, B&A employees enjoy paid time off, B&A sponsored trainings and certifications, pet insurance benefits, commuter transit benefits and a free subscription to a virtual exercise platform (NEOU). B&A's 401(k) plan is available to all employees and includes a company matching contribution.
B&A has launched several programs to focus on employee engagement, wellness, and assistance. These include:
- The B&A Cares program: 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, and more
- A formal mentorship program
- Job shadowing and cross training opportunities
- Brand Ambassador program
- Employee Assistance Program (EAP) - Access to various support resources to include counseling, legal guidance, financial planning, and more
- Monthly teambuilding events
- B&A Annual Wellness Challenges: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, #ExerciseDuringLunchWithB&A, and more
At B&A, we place significant importance on improving the communities and lives of citizens across the nation through our involvement, technology expertise, and employees. B&A puts an emphasis on charitable efforts in the Northern Virginia area, including Capital Area Food Bank pantry drives, book donations, Hope for Henry Foundation events, and many more. In recognition of all these efforts, B&A has been named a Companies as Responsive Employers (CARE) award recipient by Northern Virginia Family Services and nominated by the Northern Virginia Chamber of Commerce for Outstanding Corporate Citizenship Award.
EEO
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A's offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
EEO is the Law
|
Apply for this Position
|
|