Help Desk Lead

Job Overview

Job Responsibilities

• Lead daily Service Desk operations, assign and prioritize work, monitor ticket queues, coordinate escalations, and support mission-critical incidents.
• Provide technical guidance, quality assurance, training, mentorship, shift handoffs, and service improvement analysis.
• Receive and manage incidents and service requests through phone, email, walk-in, remote-support, and approved ticketing channels.
• Create, categorize, prioritize, update, track, and close tickets with complete troubleshooting and resolution details.
• Provide Tier I support for computers, displays, docking stations, printers, scanners, smart-card readers, and peripherals.
• Troubleshoot Microsoft Windows, Office, Outlook, Teams, browsers, Adobe products, and other enterprise applications.
• Support CAC authentication, certificates, password resets, account unlocks, profiles, printer mapping, shared drives, and approved access requests.
• Troubleshoot Ethernet, wireless, VPN, TCP/IP, DNS, DHCP, and local connectivity issues.
• Install and configure approved software, peripherals, workstation settings, and remote-support sessions.
• Support workstation setup, equipment replacement, office moves, technology refreshes, and basic VTC or conference-room needs.
• Escalate advanced issues while retaining ticket ownership and meet response requirements for outages, VIP work stoppages, cybersecurity incidents, and disruptions.
• Create knowledge articles and troubleshooting guides, analyze recurring issues, follow cybersecurity and information-protection procedures, and participate in on-call support when assigned.

Minimum Qualifications

• Active, in-scope U.S. Government-issued Secret clearance.
• At least three years of IT help desk or service desk experience, including at least one year leading a small team.
• Meet applicable DoD 8140 requirements for Technical Support Specialist work role 411 at the intermediate proficiency level.
• Qualification may be achieved through education, military training, certifications, or a combination thereof.
• Experience supporting Windows workstations, Office applications, endpoint hardware, printers, peripherals, email, and basic network connectivity.
• Experience with ServiceNow, Remedy, AESMP, or another enterprise ticketing system.
• Working knowledge of Active Directory, TCP/IP, DNS, DHCP, VPN, wireless networking, and enterprise authentication.
• Ability to document technical actions, manage competing priorities, and communicate status clearly.
• Strong customer service, analytical, organizational, and problem-solving skills.
• Valid U.S. driver's license and willingness to relocate to Riyadh, Saudi Arabia.

Desired Qualifications

• CompTIA A+, Network+, ITIL Foundation, or HDI certification is desirable.
• Experience with NIPRNet, SIPRNet, Microsoft 365, CAC middleware, VPN clients, SCCM/MECM, Intune, VTC, SharePoint permissions, or shared-drive access is desirable.
• Previous DoD, USARCENT, CENTCOM, NETCOM, DISA, overseas, contingency, or military communications experience is desirable.

About Trace Systems