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# Help Desk Representative (Pre-Award)

- **Company:** Barbaricum Llc
- **Location:** Washington, DC, United States
- **Contract:** Permanent contract
- **Skills:** JIRA, Cyber Security, Data Transformation, Remote Desktop Services, Software Troubleshooting, Information Technology, Servicenow
- **Published:** June 9, 2026
- **Apply:** https://www.clearancejobs.com/jobs/8964394/help-desk-representative-pre-award

## About the Role

* Strong knowledge of IT service management principles, including ITIL frameworks
 * Proven ability to lead and manage technical support teams in dynamic environments
 * Proficiency in troubleshooting methodologies and incident resolution
 * Hands-on experience with ticketing platforms (e.g., JIRA, ServiceNow)
 * Excellent leadership, communication, and interpersonal skills
 * Strong customer service orientation with the ability to manage user expectations effectively
 * Ability to prioritize tasks, manage multiple issues simultaneously, and work under pressure

Required Experience

 * Demonstrated experience managing a help desk or IT support team
 * Experience implementing and improving IT support workflows and processes
 * Proven track record in ensuring SLA compliance and service performance
 * Hands-on experience with:
 + Remote desktop management
 + Enterprise device provisioning
 + IT asset tracking systems

Required Qualifications

 * Bachelor's degree in Information Technology, Computer Science, or a related field or minimum of five (3) years of equivalent experience in IT service management

Preferred Certifications (Not Required)

 * ITIL Foundation Certification
 * Microsoft Certified: Modern Desktop Administrator Associate
 * CompTIA A+

## Description

This position is in support of US Southern Command under the Enhanced Domain Awareness contract. Our team shall refine the processes, technology, infrastructure, and personnel necessary to transition EDA into a scalable, distributed intelligence ecosystem. Leveraging the existing EDA infrastructure, this effort enhances cyber security, structured governance, metadata lineage, and data transformation capabilities of the command., The Help Desk Representative is responsible for overseeing daily help desk operations and ensuring the delivery of high-quality IT support services across both cloud-based and on-premises environments. This role requires a strong blend of technical expertise, leadership capability, and customer service excellence to effectively manage support teams, maintain service performance standards, and collaborate across technical and business teams. The position is an off-site position.


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