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 employees and contractors. Oversee the response to service requests via telephone, email, voicemail, and direct walkups, 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 users on various applications and systems. Collaborate with 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.