Help Desk Engineer
System One
Bethesda, United States of America
7 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
Senior Compensation
$ 95KJob location
Bethesda, United States of America
Tech stack
Business Software
Microsoft Office
Remote Service Software
Information Technology
Job description
- Manage and coordinate the activities of the onsite and offshore help desk team.
- Serve as an escalation point for complex technical issues.
- Monitor ticket queues and ensure SLAs are met.
- Identify recurring issues and recommend process or infrastructure improvements.
- Collaborate with internal departments to support technology needs and initiatives.
- Maintain documentation and ensure knowledge sharing within the team., System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
Requirements
- Minimum of 5+ years of IT support experience, including at least 2 years in a supervisory or lead role
- Strong knowledge of Windows environments, Office 365, and common business applications
- Experience managing hybrid or distributed support teams
- Excellent problem-solving and communication skills
- Familiarity with help desk ticketing systems and remote support tools
