Senior Help Desk Engineer

The Senior Help Desk Engineer role at System One is an onsite contract opportunity based in Bethesda, Maryland. The position leads onsite and offshore help desk activities, oversees escalation, monitors service level agreements, and drives process improvements.

Responsibilities

• Lead and coordinate the activities of both onsite and offshore help desk teams to ensure consistent support delivery.
• Serve as an escalation point for complex technical issues requiring advanced troubleshooting.
• Monitor ticket queues and verify that service level agreements are met across the team.
• Identify recurring issues and recommend process or infrastructure improvements to reduce incident volume.
• Collaborate with internal departments to support technology needs and strategic initiatives.
• Maintain documentation and promote knowledge sharing within the help desk group.

Requirements

• Minimum of 5+ years of IT support experience, including at least 2 years in a supervisory or lead role.
• Strong knowledge of Windows environments, Office 365, and common business applications.
• Experience managing hybrid or distributed support teams.
• Excellent problem-solving and communication skills.
• Familiarity with help desk ticketing systems and remote support tools.
• Onsite work commitment of 40 hours per week.

Technologies

• Windows
• Office 365

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Spending accounts
• Life insurance
• Voluntary plans
• 401(k) plan