Tier 3 Help Desk Lead

ValidaTek • McLean, VA

14d

About The Position

ValidaTek is seeking a Tier 3 Help Desk Lead who will resolve the most complex IT issues escalated from lower tiers for a large IT modernization and transformational program for our DISA customer.

Requirements

• 8+ years of increasingly complex help desk experience and success for large programs in a federal government contracting environment.
• Demonstrated advanced technical expertise and deep understanding of enterprise IT systems.
• Demonstrated analytical and troubleshooting skills to handle complex technical challenges.
• Strong interpersonal and written communication skills.
• Ability to lead and guide a team, providing technical direction and support.
• Deep knowledge of enterprise hardware, software, networking, and security protocols.
• A TS/SCI clearance.
• A bachelor’s degree in computer science or related field or equivalent work experience.

Responsibilities

• Conduct root analysis of technical issues and partner with developers and engineers to find long-term solutions for hardware, software, and network problems.
• Perform deep-dive troubleshooting to identify and resolve the underlying causes of recurring or complex problems.
• Provide guidance, training, and knowledge sharing to lower-tier help desk members to improve their technical skills.
• Create and maintain documentation, service templates, and knowledge base articles for solutions to complex issues.
• Work closely with developers, engineers, and vendors to implement fixes, patches, and strategic, long-term solutions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees