Technical Lead
| Company | Harmonia |
|---|---|
| Location | Washington, DC, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field. Relevant experience may substitute for the degree requirement.
- Minimum of 7 years of experience in IT help desk support, including at least 2 years in a supervisory or lead role.
- Knowledge of service desk ticketing systems, preferably experience with ServiceNow, SolarWinds or similar platforms.
- Experience with Active Directory, Office 365, and network support.
- Demonstrated leadership abilities and strong problem-solving skills.
- Excellent communication skills and a commitment to providing outstanding customer service.
Responsibilities
- Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for the employees and contractors.
- Oversee the response to service requests via telephone, email, voicemail, and direct walk-ups, ensuring high levels of customer satisfaction.
- Manage and troubleshoot a variety of technologies, including Windows and VMware, Microsoft Office, Network, VOIP telephones, video teleconferencing tools, VPN, and secure remote access solutions.
- Supervise the support for a range of devices, such as desktop computers, laptops, tablets, printers, scanners, and other peripherals.
- Ensure the Help Desk team adheres to Information Security and Privacy Awareness training and complies with standards.
- Utilize and maintain the service desk ticketing and tracking systems, ensuring accurate record-keeping and efficient ticket resolution.
- Coordinate hardware moves, setups, and presentation support.
- Provide guidance and training to team members and users on various applications and systems.
- Monitor and report on service desk performance, identifying areas for improvement and implementing strategies to enhance service delivery.
- Collaborate with other IT teams and departments to support organizational goals and initiatives. Communicate effectively with stakeholders to ensure alignment and transparency.
Preferred Qualifications
- Certifications such as CompTIA SEC+, Network+, ITIL, or Microsoft Certified Professional (MCP) are highly desirable.