Help Desk Lead/Voa305

Volunteers Of America - Chesapeake Lanham , MD 20703

Posted 7 months ago

The Help Desk Lead is responsible for computer operations, helpdesk services, installation and support for new and existing computer systems and application software under the direction of the IS Manager. In addition, the position is responsible for managing ticket (service request) queue, maintaining a knowledge base/document library, maintaining a working knowledge of, and supervising the office functions of, the telephone system, cellular phones, phone services and maintenance of office equipment.


Associates Degree in related field OR A+ Certification preferred, plus a minimum of two years direct related work experience. Additional technical certifications a plus.

  • Ability to communicate effectively over the phone or in person.

  • Ability to write clearly and concisely

  • Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly.

  • Computer knowledge. Experience with password resets, Desktop trouble shooting, applications support, and/or servers highly desirable

  • Desktop Support skills, Active Directory, Group Policy, Office 365, VMWare, Sharepoint, Skype for Business, Spicework experience preferred.

  • Understanding of LAN and WAN topologies, wireless technologies, firewall concepts


  • This position requires driving your personal vehicle for company business. Must be privileged to drive according to the criteria set forth by Agency MVR guidelines.

  • Valid driver's license in jurisdiction of residence

  • Vehicle liability coverage if driving personal vehicle

  • May be required to drive a van

  • Acceptable Criminal background check, OIG Exclusion check

  • Negative Drug and TB Screening

  • CPR/First Aid Certification must be acquired and maintained once employed


  • Serve as escalation to Technical Support Specialists

  • Manage ticket queue

  • Maintain ticketing system

  • Generate reports as needed

  • Plan and coordinate technological refreshes, including hardware and software

  • Audit and maintain appropriate levels of access, both logical and physical

  • Create and maintain Knowledge Base, FAQ, How-to documents

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

  • Respond to queries either in person or over the phone.

  • Write training manuals.

  • Train computer users.

  • Maintain daily performance of computer systems.

  • Respond to email messages for customers seeking help.

  • Ask questions to determine nature of problem.

  • Walk customer through problem-solving process.

  • Install, modify, and repair computer hardware and software.

  • Run diagnostic programs to resolve problems.

  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

  • Install computer peripherals for users.

  • Follow up with customers to ensure issue has been resolved.

  • Gain feedback from customers about computer usage.

  • As assigned, act as point of contact for vendors in the area of management information system.

  • Assist the Departments as necessary in retrieving and presenting necessary reports and documents.

  • Maintain a working knowledge of and supervise office functions to include: telephone systems, cellular phones, phone services, maintenance of office equipment.

  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


  • The ability to safely operate a motor vehicle to transport oneself, equipment and other VOAC employees as necessary

  • The physical ability to travel to assigned locations, stand, stoop, bend, reach, pull, push, lift, grasp, climb, talk, see, hear and perform basic and light home maintenance activities and operate office equipment.

  • Move and lift objects up to 30 pounds such as computers, monitors, files, etc.

  • Operate office equipment requiring continuous or repetitive hand/arm movements.

  • The ability to remain in a sitting position for extended periods of time.


  • The management information system will be appropriately configured to serve the needs of the corporation.

  • The availability of all the components of the management information system will be maximized.

  • System users, to include the operating units, will be able to access all the appropriate capabilities of the network configuration.

  • Management information will be readily available to support the decision making process.


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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Help Desk Lead/Voa305

Volunteers Of America - Chesapeake