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IPTA · 3 hours ago

IT Service Desk Lead

Portsmouth, VA

Full-time

Onsite

Mid Level

4+ years exp

IPTA is a company dedicated to providing technical solutions that meet business needs through collaboration and innovative technology. They are seeking an IT Service Desk Lead to oversee desktop support and service desk operations while ensuring effective communication and problem-solving in high-pressure environments.

Information Technology

Senior Management

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Providing desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms

Supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint

Utilizing remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues

Operating and managing ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation

Performing user account management within Active Directory, including user provisioning, group policy administration, and access control configuration

Applying basic networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies

Demonstrating awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures

Maintaining compliance with role-based access control (RBAC) and acceptable use policies

Exhibiting strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments

Participating in or supporting shift-based or on-call operational schedules, as required

Supporting remote and hybrid workforce environments with an understanding of service-level agreements (SLAs) and ITIL practices

Qualification

CompTIA Security+Microsoft 365Active DirectoryService Desk OperationsCompTIA A+ITIL v4 FoundationMicrosoft Azure FundamentalsMicrosoft 365 FundamentalsCustomer serviceSelf-directedProblem-solvingCommunication skills