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Help Desk Lead

Stafford, VA

Dark Wolf Solutions is seeking a Help Desk Lead, contingent upon contract award, to join our team in the Quantico, VA area. You will serve as the lead worker for the 3-tier Help Desk component of the Operations and Support Services program. At Dark Wolf Solutions, you'll be part of a team of dedicated professionals tackling critical challenges through innovative solutions and a commitment to excellence. We foster a collaborative environment where your leadership and technical skills will directly contribute to mission success, offering significant opportunities for professional growth and advancement. This role requires daily onsite support in Stafford, VA.

Key Responsibilities:

  • Plan, organize, prioritize tasks, and assign work to team members to complete work as scheduled and meet Service Level Agreement deadlines.
  • Monitor tickets and processing tasks, including trouble ticket generation, documentation, updating, and closing in the Incident Management System.
  • Communicate outage and degradation of service effectively.
  • Provide 3-Tiered systems administration and support via phone, email, and remote desktop for Windows test, production, and training environments. This includes installation, system monitoring, data backup/recovery, account maintenance, troubleshooting, and security administration for a diverse user base.
  • Provide domestic and international technical support, including troubleshooting incidents with hardware, PC peripherals, network equipment, and software. Analyze root causes and provide input into problem management processes for users via phone, email, and remote desktop.
  • Create written documentation for formal escalation of issues reported to the helpdesk to management and developers, including testing steps and all pertinent information required for testing.
  • Collaborate with the Learning Management System Vendor to publish updated Computer Based Trainings (CBTs), assist users with loading CBTs, and monitor completion activities.

Required Qualifications:

  • Bachelor’s Degree and 4-8 years of experience; additional years of experience may be considered in lieu of a degree.
  • A minimum of three (3) years of experience as a help desk lead worker in a program of similar scope, type, and complexity.
  • Documented troubleshooting skills and experience with software.
  • Exceptional communication skills: Fluent in English with a demonstrated ability to effectively communicate complex concepts to both technical and non-technical audiences, both written and verbally.
  • Minimum of three (3) years of working experience with the latest version of Microsoft Office Suite (Word, Excel, and PowerPoint) and SharePoint (User).
  • US Citizenship and an active Top Secret security clearance. 

Preferred Qualifications:

  • Experience interfacing with a diverse user base, both domestic and international.
This role is located in Stafford, VA. 
 
We are proud to be an EEO/AA employer Minorities/Women/Veterans/Disabled and other protected categories.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

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