IT Service Desk Lead

IT Service Desk Lead

IPTA's Technology Solutions Team is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods. Our Team: We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with "fierce determination, fearless integrity, and passionate service." Our belief is that our people are the key to success. By encouraging and enabling continued learning, our team members grow to achieve their personal career goals. We are looking for:

• Smart people with a passion for technology
• Ability to solve challenging business problems
• Self-directed professionals
• Hunger to continually learn and grow

*This position is contingent upon contract award and the actual job description may vary based on specific contract requirements and organizational needs.

Responsibilities:

• Providing desktop support and service desk operations, including troubleshooting hardware and software issues across Windows and macOS platforms
• Supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint
• Utilizing remote support tools such as Remote Desktop Protocol (RDP) and System Center Configuration Manager (SCCM) to resolve technical issues
• Operating and managing ticketing systems (e.g., ServiceNow, BMC Remedy, Jira) for incident tracking, resolution, and escalation
• Performing user account management within Active Directory, including user provisioning, group policy administration, and access control configuration
• Applying basic networking knowledge to diagnose and resolve connectivity issues involving TCP/IP, DNS, DHCP, and VPN technologies
• Demonstrating awareness of cybersecurity best practices and adherence to data handling, access control, endpoint security, and incident reporting procedures
• Maintaining compliance with role-based access control (RBAC) and acceptable use policies
• Exhibiting strong written and verbal communication, effective customer service, and problem-solving skills in high-pressure environments
• Participating in or supporting shift-based or on-call operational schedules, as required
• Supporting remote and hybrid workforce environments with an understanding of service-level agreements (SLAs) and ITIL practices

Requirements:

• Associate's degree in an IT related field required/Bachelor's degree preferred
• Four (4) years of experience in a similar role
• CompTIA Security+ certification required
• Active Security clearance required

Desired Skills:

• CompTIA A+ certification
• ITIL v4 Foundation certification
• Microsoft 365 Fundamentals certification (MS-900)
• Microsoft Azure Fundamentals certification (AZ-900)

IPTA is an Equal Opportunity/Affirmative Action employer. We are committed to providing equal employment opportunity to all qualified employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law. We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity. Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.