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CBER Lead Help Desk Engineer

We are seeking a Lead Help Desk Engineer to join our dynamic team responsible for building, maintaining and supporting a large portfolio of complex software applications. The Lead Help Desk Engineer will supervise operation of an IT Help Desk and provide Tier 1 and Tier 2 support to client and public industry. Support is required during normal business hours to ensure that goals are met in accordance with the agreed upon service level agreement. This support extends beyond documented step-by-step procedures to provide a more capable first line support service that includes the ability to diagnose user issues, address service disruptions, and apply remediation techniques.


  • Supervise operation of an IT Help Desk and provide Help Desk user support
  • Develop strong understanding of business requirements and user support needs
  • Provide first contact and incident resolution to customers with software application and workflow issues. These applications include Windows desktop thick client, browser-based, and server-side applications accessed through Citrix.
  • Support users with the creation and maintenance of SharePoint sites and workflows
  • Maintain user accounts, roles and privileges in various applications
  • Triage support requests raised through telephone as well as an electronic ticketing system
  • Analyze customer problems of high complexity, assess scope of impact, identify options for problem resolution and take action to resolve issues according to defined service levels
  • Provide technical troubleshooting and root cause analysis
  • Provide answers to Frequently Asked Questions or solutions to common issues
  • Collect information from callers and ensure that tickets are promptly and accurately documented in the tracking system
  • Ensure that Service Request that cannot be resolved by the Help Desk are properly routed to the appropriate Tier 3 support team
  • Conduct daily Scrum meetings with Tier 3 support and Help Desk engineers to plan and monitor tasks and SLA compliance
  • Communicate status of outstanding issues to customers and ensure ticketing system is updated with the most recent actions and status
  • Analyze support trends and recommend process and system improvements to reduce support request volume
  • Conduct customer satisfaction surveys and analyze aggregate results

Mandatory Qualifications (Education, Certifications, Experience, Skills):

  • 5+ years of experience providing IT customer support, customer relationship management, troubleshooting problems and triaging support tickets
  • 2+ years as lead of an IT customer support desk
  • Experience supporting complex browser-based applications and Citrix-based thick client applications
  • Possesses current working knowledge of the Windows OS and basic computer literacy on a fundamental level
  • Strong knowledge of Microsoft Office applications
  • Solid problem solving skills in order to be able to immediately research, diagnose, and implement effective solutions
  • Excellent verbal and written communication skills with the ability to communicate effectively to technical and non-technical users at all levels inside and outside the organization
  • Thorough knowledge of helpdesk operations including IT best practices, industry trends and customer service
  • Bachelor’s Degree or equivalent years of experience

Desired Qualifications (Education, Certifications, Experience, Skills):

  • Bachelor’s Degree or equivalent years of experience
  • SQL query experience
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