Senior Help Desk Engineer

Senior Help Desk Engineer

Location: Bethesda, Maryland

Type: 6 month contract to hire

Compensation: $80,000-$95,000 annually

Contractor Work Model: Onsite

Security Clearance: US Citizenship required

Job Description: We are seeking a mid-level or senior Help Desk Engineer to support a 200+ person insurance company operating in a hybrid work environment. This individual will be responsible for managing day-to-day IT support operations, overseeing one onsite technician and a three-person offshore support team. The role includes ensuring timely issue resolution, improving support processes, and delivering a high level of customer service to internal users. Strong leadership, communication, and troubleshooting skills are essential.

Key Responsibilities:

• Manage and coordinate the activities of the onsite and offshore help desk team.
• Serve as an escalation point for complex technical issues.
• Monitor ticket queues and ensure SLAs are met.
• Identify recurring issues and recommend process or infrastructure improvements.
• Collaborate with internal departments to support technology needs and initiatives.
• Maintain documentation and ensure knowledge sharing within the team.

Qualifications:

• 5+ years of IT support experience, with 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.

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.