Desktop support lead technician job description

SAIC is currently seeking a motivated, career and customer service oriented Lead Desktop Support Technician to support a project with the Federal Energy Regulatory Commission (FERC).

The Lead Desktop Support Technician Lead will supervise a team of Desktop Support Technicians requiring a high level of customer service and technical proficiency to more than 1,800 users, both on-site and at regional offices. The Lead Desktop Support Technician will be responsible for managing and delivering professional, high quality services directly to the customer, providing both remote and in-person support. The candidate must have strong communication skills, be capable of reporting to all levels of management and attend meetings to present information when required.
Primary Responsibilities Include:

+ Provide support to Desktop Support Technicians who are diagnosing, troubleshooting, and supporting user issues.

+ Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction.

+ Monitor intake of incidents and route to desktop technicians. Assign incidents based on skills and work capacity.

+ Recommends systems modifications to reduce user problems. Possesses and applies expertise across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.

+ Manages inventory of all desktop equipment, whether consumables or items tracked in the Asset Management database.

+ Hardware Asset Support (Non-Mobile Devices) for additional Hardware requirements. Troubleshoots and resolves escalated Incidents and Service Requests; document new or frequently exercised resolution strategies in a Knowledge Based articles and send to Tier I for upload to the KBA repository. Configure, install and troubleshoot FERC approved software including operating system (OS). Deploy and support FERC standard workstation images and approved software. Manually install and upgrade desktop software for individual instances/users as needed.

+ Timely follow up with customers to ensure problems are resolved successfully and satisfactorily

+ Strong ability to provide creative solutions to customer problems

+ Troubleshoot user workstation configuration issues. Monitor usage of licensed software to ensure that FERC has the appropriate amount and type of licenses. Provide round-the-clock, on-call services as needed to resolve VIP incidents escalated to Tier II occurring outside of Standard Business Hours. Assist Users with COTS IT Software questions and concerns. Where needed, escalate for resolution with higher Tiers support.

+ Resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists.

+ Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

+ Other duties as assigned

**Qualifications**

Required:

+ Bachelor's Degree and 5+ years' experience or equivalent experience and education

+ HDI Desktop Advanced Support Technicians (DAST) certification

+ Experience managing teams and distributing workload, preferably within the Federal Government

+ In-depth Desktop Support (Preferably on a Federal Contract)

+ Significant Experience supporting Windows 10, O365 products, Active Directory and MDM solutions

+ Experience installing and troubleshooting Apple products ranging from MAC OS X, iPhones, iPads, and hardware.

+ Previous experience using ITSM tools for ticket tracking

+ Ability to travel up to 10%

+ Ability to share On-Call Rotations

+ Able to obtain a Public Trust

Desired:

+ Dell technician certification

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
REQNUMBER: 2214067

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays

Join New Era's growing team and experience a corporate culture that promotes personal and professional development.

New Era Technology is a global IT integrator with 2,500+ employees delivering Collaboration, Cloud, Data Networking, Security, Large Venue, and Corporate AV and Managed Service Solutions to more than 9,000 customers. We are looking for team members to contribute to and deliver our mission to securely connect people, places, and information in a rapidly changing digital world. Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

At this time we are not sponsoring any work visas.

Requirements:

The Desktop Support Lead Technician - Hybrid position will be part of a dedicated Managed Services Support team. Collectively the group will work with our customers to identify and resolve issues related to PC/Desktop systems used in today's typical environment, their related applications and operating system software. The Desktop Support Lead Technician will occasionally interface directly to the customers, and also to other New Era Technology engineers and project managers to escalate as needed.

The Desktop Support Lead Technician will act as a facilitator for the IT Tier 2 Support Specialists on their team, providing guidance, troubleshooting assistance, and higher level technical mentorship to the other members of the team. At times this Engineer will also take over tickets to resolution at their discretion or that of the Service Delivery Manager.

This position will also be responsible for the thorough documentation of all work performed, and all issues in the designated ticketing platform. This position will create process and procedures for this area to be followed by other support personnel.

PRIMARY DUTIES include but not limited to:

• Provide high level support for the IT Tier 2 Support Specialists on their team in supporting Managed Services Clients.
• Develop processes, procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests.
• Provide guidance to the IT Tier 2 Support Specialists on advanced network support for client systems.
• Work closely with internal support groups and external clients to identify, resolve or coordinate the resolution of incidents.
• Provide mentorship for junior team members and assist them in their technical skills development.
• Provide as-needed support of all PC/Desktop activities, such as the coordination of change management and routine maintenance actions.
• Participate in the Managed Services on-call rotation.

COMPETENCIES:

• Possess a strong sense of ownership.
• Customer focused/service minded.
• Able to deal with concurrent issues effectively and work under a dynamic and high-pressure environment.
• Excellent communication skills.
• Strong troubleshooting skills related to Server hardware and software.
• Solid understanding of supporting infrastructure.
• Base level knowledge about virtualized environments (VMware, Hyper-V, etc.).

REQUIRED EDUCATION & EXPERIENCE REQUIRED:

• Degree in Computer Science / Information Technology or related Associates or Bachelor's degree desired but will take equivalent experience in lieu of degree.
• 4+ years of progressive technical experience focusing on Server and Desktop applications.
• Minimum 2+ years of experience in a Managed Services environment.
• One or more advanced certifications in a relevant technology platform.
• Strong background in PC/Desktop systems.
• Experience configuring and troubleshooting networking appliances and devices such as routers, switches, and firewalls.
• Microsoft Exchange and Active Directory support and administration are required.
• Experience supporting both PCs and Mac environments. (Windows 7, Windows 10, Mac OS)

PREFERRED EDUCATION & EXPERIENCE:

• Experience with a Professional services automation (PSA) tool (such as: ConnectWise and/or Autotask).
• Strong understanding of the ITIL Framework or similar service delivery frameworks.
• Experience with a Remote Management and Monitoring (RMM) tool (such as: LabTech, etc.).

PM21

PI193481570