Help Desk Anlayst SME / Task Lead

Job Description

BAE is seeking an experienced Senior Help Desk Analyst to serve as a working task lead for a five-person onsite support desk team. The primary duties include: * Serve as a working task lead, actively managing and working break-fix tickets and service requests. * Provide technical oversight and guidance to team members. * Interact with Technical leadership and on-site Government program manager to ensure operational alignment and contract adherence.

This position is on the General Integration contract supporting the Executive Office of United States Attorneys' (EOUSA).

The Help Desk Analyst & Working Lead provides frontline technical support to end users while overseeing daily service desk operations to ensure high-quality, efficient, and customer-focused IT support. This role combines hands-on troubleshooting responsibilities with leadership duties, guiding team members, managing workflows, and ensuring adherence to service-level standards.

Required Education, Experience, & Skills

Minimum Candidate Requirements

* Minimum of 8 years’ overall IT experience with a minimum of 6 years of Help Desk experience. * Provide onsite help desk support to EOUSA ends users at multiple Washington, D.C. locations between the hours of 7:00AM to 6:00PM for a base 40-hour work week with the ability to flex hours to cover various shifts. * Experience motivating, and coaching, support staff -ensuring effective team collaboration and development. * Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking; user complaint and monitoring programs; and quality control programs. * Excellent written and verbal communication skills, including experience in presenting material to senior Government officials & stakeholders. * Proven experience with IT support, training, problem resolution, and customer satisfaction. * Currently holds an A+ certif