Support Lead

ValueMomentum

Chevy Chase, MD

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JOB DETAILS

SKILLS

Artificial Intelligence (AI), Audioconferencing, Audiovisual, Automation, Career Counseling, Cloud Computing, Collaborative Learning, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, CompTIA Network+, Conference Management, Customer Support/Service, Data Quality, Ecosystems, Emerging Technology, Hardware Administration, Help Desk, ITIL (IT Infrastructure Library), Identify Issues, Interpersonal Skills, Knowledge Base, Laptop PC, Leadership, Mentoring, Microsoft Certifications, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Windows System Internals/Programming, Mobile Devices, Onboarding, Performance Analysis, Performance Goal Setting, Performance Management, Peripheral Hardware, Power BI, Problem Solving Skills, Procedure Development, Process Improvement, Reporting Dashboards, Reporting Skills, Service Level Agreement (SLA), ServiceNow, Software Administration, Standard Operating Procedures (SOP), System Center Configuration Manager (SCCM), Systems Administration/Management, Team Player, Technical Support, Training Program, User Documentation, User Interface/Experience (UI/UX), Videoconferencing, ZenDesk

LOCATION

Chevy Chase, MD

POSTED

4 days ago

Senior Help Desk Engineer

Position Overview

We are seeking a highly skilled and experienced Senior Help Desk Engineer to join our IT support team. This role is essential in providing advanced technical support to end users, modernizing internal systems through Microsoft technologies, and ensuring seamless hardware and meeting space readiness. The ideal candidate will bring a mix of deep technical knowledge, excellent customer service skills, and practical experience in provisioning hardware and supporting collaborative technologies like conference roomsystems.

Key Responsibilities

Technical Support & Troubleshooting

Serve as the Tier 2/3 escalation point for complex technical issues.
Provide expert-level support for Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Windows OS.
Diagnose and resolve hardware, software, and networking issues, including peripheral and mobile device support.
Support conference room AV technologies including Teams Rooms, Zoom Rooms, projectors, displays, and audio equipment.

Microsoft Modernization

Drive the adoption of modern Microsoft tools such as Intune, Autopilot, Azure AD, and Defender.
Assist in cloud migrations, policy enforcement, and endpoint standardization efforts.
Stay current with Microsoft 365 and Azure ecosystem developments to assess and implement relevant upgrades.

Power Platform & Reporting

Develop and maintain Power Apps to automate internal processes and improve end-user experiences.
Generate reports and dashboards using Power BI or Excel to track IT performance, support trends, and SLA adherence.
Maintain data accuracy across asset inventories and support logs.

Hardware Provisioning & Room Readiness

Lead the imaging, configuration, and deployment of laptops and peripheral devices for new hires, refresh cycles, and contractors.
Maintain and enforce laptop provisioning standards, including Autopilot and Intune enrollment procedures.
Set up and maintain conference room technologies, ensuring all equipment is functional and ready for meetings or events.
Coordinate AV support for executive meetings, hybrid events, and remote presentations.

User Engagement & Communication

Create and deliver user-friendly documentation and training for new tools, features, and services.
Act as a liaison between technical teams and end users, translating technical concepts clearly.
Facilitate onboarding sessions and ad-hoc training workshops to improve digital fluency.

Process Improvement & Knowledge Sharing

Document recurring issues and resolutions in a centralized knowledge base.
Identify opportunities for support automation, self-service tools, and standard operating procedure improvements.
Mentor junior help desk technicians and foster a collaborative learning environment.

Required Qualifications

5+ years in IT support or help desk roles, with at least 2 years in a senior or escalation-level capacity.
In-depth knowledge of Microsoft 365, Windows OS, and endpoint management tools (Intune, SCCM, etc.).
Experience provisioning laptops using Autopilot or manual imaging techniques.
Hands-on experience supporting conference room equipment, AV systems, and remote collaboration tools.
Proficiency in Power Apps and reporting via Power BI, Excel, or similar.
Strong communication, interpersonal, and customer service skills.

Preferred Qualifications

Microsoft or CompTIA certifications (e.g., MD-102, Power Platform Fundamentals, CompTIA A+, Network+).
Familiarity with ticketing systems such as ServiceNow, or Zendesk.
ITIL certification or experience working within an ITIL framework.

About the Company:

Founded in 2000 with the core belief that impactful change comes from deep commitment, ValueMomentum specializes in delivering measurable results across the P&C value stream. For more than 25 years, we have empowered more than 100 carriers to reimagine their businesses with AI and emerging technologies, navigate market shifts, unlock speed to value, and become future-ready. We help insurers in the US, Canada, and Europe stay ahead with sustained growth and high performance to enhance stakeholder value and foster resilient societies. For more information, visit ValueMomentum

Founded in 2000 with the core belief that impactful change comes from deep commitment, ValueMomentum specializes in delivering measurable results across the P&C value stream. For more than 25 years, we have empowered more than 100 carriers to reimagine their businesses with AI and emerging technologies, navigate market shifts, unlock speed to value, and become future-ready. We help insurers in the US, Canada, and Europe stay ahead with sustained growth and high performance to enhance stakeholder value and foster resilient societies. For more information, visit

Benefits:

We at ValueMomentum offer you a congenial environment to work and grow in the company of experienced professionals. Some benefits that are available to you are:

Competitive compensation package.
Career Advancement: Individual Career Development, coaching and mentoring programs for professional and leadership skill development.
Comprehensive training and certification programs.
Performance Management: Goal Setting, continuous feedback and year-end appraisal. Reward & recognition for the extraordinary performers.

About the Company

ValueMomentum

ValueMomentum provides Software and Services to Insurance, Healthcare & Financial Services firms. We deliver the value we promise and drive forward the momentum of our customers' initiative. We do this thanks to our customer-first approach, expertise and industry depth.

ValueMomentum's IT services help carriers increase returns from their core investments. These include application development and management, systems integration, digital engagement, customer communications management, quality assurance & testing and cloud-enabled IT operations.

ValueMomentum's Foundry family of products address rating (with rating for ISO), agent & customer portal, forms submission and product lifecycle management.

ValueMomentum has placed strategic importance to R&D for its Software and Services offerings to differentiate in the markets we operate in. These R&D efforts have led to the filing of patents that enhance ValueMomentum’s intellectual capital and drive momentum to our Clients’ initiatives. With our help, our Clients are driving momentum to their initiatives involving targeting the right customers, selecting profitable business, optimizing pricing, retaining valuable customers through better service, web-enabling delivery channel interactions, automating knowledge processes, creating system-wide efficiencies for delivery of products & services and becoming the “market-of-choice” for top producing Channels and Customers – while optimizing IT operations.

ValueMomentum has world class delivery centers in Piscataway, NJ and Hyderabad, India. There are additional Client Services and Business Development offices in Sunnyvale, CA and Hyderabad, India. ValueMomentum is appraised as at Level 3 of the CMMI Institute’s Capability Maturity Model Integration (CMMI). ValueMomentum is also a SSAE 16 - SOC 2 certified company.

COMPANY SIZE

2,000 to 2,499 employees

INDUSTRY

Computer/IT Services

FOUNDED

2000

WEBSITE

https://www.valuemomentum.com/

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