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Computer World Services Corp. (CWS) · 17 hours ago

Helpdesk Lead

Washington, DC

Full-time

Onsite

Entry, Mid Level

$120K/yr - $130K/yr

1+ years exp

Computer World Services Corp. (CWS) is seeking a Helpdesk Lead to provide daily supervision and direction to help desk staff. This role involves managing support for users, troubleshooting hardware/software issues, and ensuring efficient operations within the help desk team.

ComputerInformation TechnologySoftwareVirtual Reality

Senior Management

No H1B

U.S. Citizen Only

Responsibilities

Answer and triage all requests, resolve all technical issues appropriate to skill levels as expediently as possible, and escalate to Tier II or Tier III level(s) 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 troubleshooting 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, scanner, FAXs 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