What are the responsibilities and job description for the Service Desk Lead position at J. Anukem & Associates LLC?
We are seeking a Service Desk Lead who will report to the Desktop Support / Service Desk Manager. You will resolve computer-related issues for the government client and lead a team of 9 technicians resolving desktop support and service desk tickets using the ServiceNow ticketing system.
Responsibilities:
- Provide technical assistance with computer hardware and software
- Resolve issues for clients via phone, in person, or electronically
- Recommend hardware and software improvements
- Track customer issues and resolutions
Qualifications:
- HDI Certification
- CompTIA Certification
- Preference for in person work
- 5 years experience in IT, customer service, or other related fields
- Ability to build rapport with clients
- Strong troubleshooting and critical thinking skills
- Positive and professional demeanor
Job Type: Full-time
Pay: $24.50 - $38.23 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Ability to commute/relocate:
- Rockville, MD 20850: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Technical support: 5 years (Preferred)
- Customer service: 5 years (Preferred)
- Help desk: 5 years (Preferred)
- ServiceNow: 5 years (Preferred)
License/Certification:
- HDI Certification (Preferred)
Work Location: One location
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