Lead VOIP Networking Analyst

Role: Lead VOIP Networking Analyst (IT help desk)
Location: Washington, DC (100% Onsite)
Role Type: Contract
Duration :3 plus years | Tax Terms: W2/1099
Responsibilities

• Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for NEA 
• employees and contractors.
• Oversee the response to service requests via telephone, email, voicemail, and direct walk[1]ups, ensuring high levels of customer satisfaction.
• Manage and troubleshoot a variety of technologies, including Windows and Apple OS, 
• Microsoft Office, Adobe products, VOIP telephones, video teleconferencing tools, VPN, and secure remote access solutions.
• Supervise the support for a range of devices, such as desktop computers, laptops, tablets, smartphones, printers, scanners, and other peripherals.
• Ensure the Help Desk team adheres to Information Security and Privacy Awareness training and complies with USGCB and DISA STIGS standards.
• Utilize and maintain the service desk ticketing and tracking systems, ensuring accurate record-keeping and efficient ticket resolution.
• Coordinate hardware moves, setups, and presentation support.
• Provide guidance and training to team members and NEA users on various applications and 
• systems.
• Collaborate with NEA's OITM and other teams to maintain, update, and enhance IT services 
• and processes.
• Monitor and report on service desk performance, identifying areas for improvement and 
• implementing strategies to enhance service delivery.

Required Education and Experience:

• Bachelor's degree in Information Technology, Computer Science, or a related field. 
• Relevant experience may substitute for the degree requirement on a year-for-year basis.
• Minimum of 5 years of experience in IT help desk support, including at least 2 years in a 
• supervisory or lead role.
• Proficiency in managing both Windows and Apple operating systems and familiarity with 
• Microsoft Office suite and Adobe Acrobat.
• Experience in supporting VOIP telephones, video teleconferencing tools (Zoom, Microsoft 
• Teams), and VPN solutions.
• Knowledge of service desk ticketing systems, preferably experience with Crow Canyon or 
• similar platforms.
• Understanding of Active Directory, Office 365, and basic network support.
• Demonstrated leadership abilities and strong problem-solving skills.
• Excellent communication skills and a commitment to providing outstanding customer 
• service.
• Certifications such as CompTIA A+, Network+, ITIL, or Microsoft Certified Professional 
• (MCP) are highly desirable.