Lead Help Desk/VTC Technician

IntellecTechs is currently seeking a dependable and customer-focused Help Desk / NMCI ACTR / VTC Support Specialist to support daily IT operations in a government support environment. This role is responsible for providing Tier 1 technical support, assisting with NMCI account administration, maintaining asset inventories, and supporting Video Teleconferencing (VTC) operations.

The selected candidate will work closely with end users and technical teams to ensure timely resolution of support requests and continuity of IT services.

Key Responsibilities

Team Lead

Function as the Onsite Team Lead, responsible for day-to-day operations of (3) team members supporting IT and VTC support.

Help Desk Support

• Provide daily Help Desk and Service Desk support to end users
• Respond to customer questions and provide basic technical guidance
• Troubleshoot desktop, laptop, and printer issues
• Perform basic maintenance of fiber and CAT5e cabling
• Track, update, and manage support tickets through the designated portal
• Support Microsoft Office applications including Word, Excel, and PowerPoint
• Maintain equipment and inventory records
• Update and maintain the Known Error Database (KEDb) and Change Management Database (CMDb)
• Assist with development and maintenance of Standard Operating Procedures (SOPs)
• NMCI ACTR Support
• Maintain NET database asset inventory and user information
• Create and manage user accounts for NIPRNet and SIPRNet environments
• Process hardware/software Move, Add, and Change (MAC) requests
• Submit ISSC tickets for Active Directory corrections and updates as needed

VTC / Multimedia Support

• Support scheduling and operation of Video Teleconferencing sessions
• Conduct daily equipment checks and testing
• Coordinate bridge resources and room scheduling
• Troubleshoot connectivity and session issues
• Track and close VTC support tickets
• Complete required session documentation and reports, Schedule & Reporting
• Support weekly reporting requirements with updates due each Monday
• Position may require coordination across multiple support functions and operational priorities

Join us to lead innovative support operations that keep vital communication systems running smoothly! We value proactive problem solvers who thrive in dynamic environments, your expertise will make a difference in mission-critical settings.

Do you have experience in Windows?, * Previous experience in Help Desk, Desktop Support, or Service Desk support

• Strong customer service and communication skills
• Experience supporting Windows-based systems and Microsoft Office applications
• Familiarity with ticket tracking systems and inventory management
• Basic knowledge of networking and cabling
• Ability to prioritize tasks and work in a fast-paced environment
• IAT Level I certification or ability to meet certification requirements preferred
• NMCI experience preferred

Physical Requirements

• Ability to lift and move computer equipment and peripherals up to 25 pounds, * Help Desk, Desktop Support, or Service Desk : 4 years (Required)
• NMCI : 1 year (Preferred)

License/Certification:

• CompTIA Security+ (Required)

Security clearance:

• Top Secret (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance