Senior Help Desk Specialist #1653079

Network Designs•Washington, DC

10d•Onsite

About The Position

Network Designs, Inc. (NDi) is a leading Federal contractor that specializes in designing, developing, and delivering information technology and network solutions for government customers. Founded in 1985, NDi's firmly defined core values have driven all aspects of the business, which have been paramount to our company's success and the establishment of an enjoyable workplace atmosphere. At NDi, we believe that our people are the cornerstone of our success, and we value collaboration, career growth, and winning ideas. Network Designs, Inc. is currently seeking a Help Desk Specialist to provide exceptional customer support within our IT department. This pivotal role involves phone and in-person support to users across a range of issues particularly EVOIP (Avaya and MS Teams), the Help Desk Specialist ensures the smooth operation of our technological services.

Requirements

U.S. Citizenship is required
Must possess an active TS clearance at the time of application, be willing and able to obtain SCI access, and pass a CI polygraph.
This position is onsite 5/days a week in Washington D.C.
Bachelors of Science, Computer Science or related
Minimum of 8+ years' related experience
Proven experience in IT support or help desk roles.
Strong technical knowledge of Windows desktop applications and troubleshooting hardware/software issues.
Excellent problem-solving and analytical skills.
Exceptional customer service orientation and interpersonal skills.
Familiarity with ITSM ticketing systems, preferably ServiceNow.

Nice To Haves

IT management certifications or technical support certifications preferred
Experience in a government contracting environment is a plus.

Responsibilities

Serve as the primary point of contact for all IT help desk inquiries, ensuring timely and accurate resolution of issues.
Provide phone, email and in-person support for a variety of IT-related issues specifically in telephony, eVOIP, collaboration
Responsible for tracking, prioritizing, and resolving help desk tickets.
Coordinate with the IT team to troubleshoot hardware and software issues, ensuring minimal downtime and disruption.
Stay updated on new technologies and industry trends to enhance help desk operations and user support.
Support extended hour and weekend support as required by mission or emergencies.