Help Desk Anlayst SME / Task Lead

BAE Systems, Inc. Help Desk Anlayst SME / Task Lead YesterdaySaved Hybrid Washington, DC, USA 79K-135K Annually Senior level 79K-135K Annually Senior levelAerospace • Hardware • Information Technology • Security • Software • Cybersecurity • DefenseProvides onsite frontline IT support while serving as working task lead for a five-person help desk team. Troubleshoots hardware, software, network, and enterprise-system issues; manages tickets and service requests; assigns workloads; monitors service levels; coaches staff; escalates complex issues; documents resolutions; and communicates with users, technical teams, and government stakeholders. The role also supports quality assurance, reporting, customer satisfaction, and contract adherence across multiple Washington, D.C. locations.Top Skills: A+ CertificationItil V4ExcelMicrosoft PowerpointMicrosoft Word