Senior Help Desk Engineer
Job Description
Senior Help Desk Engineer role at System One, onsite in Bethesda, MD, contract position with a salary range of USD 80,000 - 95,000 per year.
Responsibilities
- Lead the coordination and operation of both onsite and offshore help desk teams, ensuring smooth support delivery.
- Act as the escalation point for complex technical problems requiring advanced troubleshooting.
- Monitor ticket queues and enforce adherence to service level agreements across the team.
- Identify recurring incidents and propose concrete process or infrastructure improvements to reduce impact.
- Collaborate with internal departments to support technology initiatives and user needs.
- Maintain up-to-date documentation and promote knowledge sharing within the group.
Requirements
- 5+ years of IT support experience, including at least 2 years in a supervisory or lead capacity.
- Strong expertise in Windows environments, Office 365, and common business applications.
- Experience managing hybrid or distributed support teams.
- Excellent problem-solving abilities and clear, effective communication skills.
- Familiarity with help desk ticketing systems and remote support tools.
- Onsite work commitment of 40 hours per week.
Technologies
- Windows
- Office 365
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Spending accounts
- Life insurance
- Voluntary plans
- 401(k) plan
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