Job Title: Senior Help Desk Engineer

Location: Onsite 5 days a week in Bethesda, Maryland

Type: Contract

Compensation: $80,000 - $95,000 annually

Contractor Work Model: Onsite

Security Clearance: US Citizenship required

Responsibilities


+ Manage and coordinate the activities of the onsite and offshore help desk team.

+ Serve as an escalation point for complex technical issues.

+ Monitor ticket queues and ensure SLAs are met.

+ Identify recurring issues and recommend process or infrastructure improvements.

+ Collaborate with internal departments to support technology needs and initiatives.

+ Maintain documentation and ensure knowledge sharing within the team.

Requirements

+ Minimum of 5+ years of IT support experience, including at least 2 years in a supervisory or lead role

+ Strong knowledge of Windows environments, Office 365, and common business ...