Lea Service Desk Technician

We are seeking an experienced Lead Help Desk Technician to provide technical leadership and hands-on IT support to the National Defense University (NDU) in Norfolk, VA. The Lead Help Desk Technician will oversee day-to-day service desk operations while providing Tier I and Tier II technical support to faculty, staff, military personnel, and other authorized users. The ideal candidate is a strong technical troubleshooter and customer-service professional who can lead a help desk team, prioritize competing requests, resolve complex technical issues, and ensure support activities are performed in accordance with DoD policies, cybersecurity requirements, and established service desk procedures., * Lead daily help desk operations and serve as the senior technical point of contact for the support team.

• Provide Tier I and Tier II technical support for hardware, software, network, account, and connectivity issues.
• Diagnose and resolve workstation, laptop, printer, peripheral, application, and network problems.
• Support Microsoft Windows desktop environments and Microsoft Office/Microsoft 365 applications.
• Troubleshoot Active Directory accounts, permissions, password issues, and user access.
• Support VPN, remote access, authentication, mobile devices, and other enterprise IT services.
• Utilize ticketing and IT service management systems to document, prioritize, track, and resolve incidents and service requests.
• Monitor help desk workload, ticket queues, service levels, and escalations.
• Assign and prioritize work among help desk technicians based on urgency, impact, and technician expertise.
• Provide technical guidance, mentoring, and training to junior help desk personnel.
• Serve as the escalation point for complex or recurring technical problems.
• Identify trends in incidents and recommend corrective actions or process improvements.
• Create and maintain technical documentation, troubleshooting procedures, knowledge articles, and standard operating procedures.
• Assist with workstation deployments, imaging, software installation, configuration, and lifecycle replacement.
• Support network connectivity troubleshooting, including TCP/IP, LAN/WAN, wireless, and VPN-related issues.
• Maintain accurate hardware, software, and asset records.
• Ensure all support activities comply with applicable DoD cybersecurity, information assurance, and security requirements.
• Properly handle and safeguard sensitive and classified information and systems.
• Communicate technical information clearly to users with varying levels of technical expertise.
• Provide professional, responsive customer service to senior leadership, faculty, staff, and military personnel.
• Coordinate with government personnel and other IT support organizations to resolve issues and maintain continuity of operations.

• Active DoD Secret security clearance.
• CompTIA Security+ CE certification or equivalent certification meeting applicable DoD IAT requirements.
• Must be able to work onsite in Norfolk, VA.