Description
We are seeking a Mid-level Desktop Support Tech Lead to join our Field Services team at a government site in North Island. As a key member of the team, you will provide direct desk-side support to customers, troubleshoot and repair IT devices, and offer peer training and advanced technical guidance.
Responsibilities
- Serve as the backup to the Site Operations Lead
- Work on VIP tickets as needed
- Assist other technicians in resolving complex issues
- Manage customer tickets according to established Service Level Requirements (SLRs)
- Ensure proper ticket handling
- Troubleshoot and resolve user computer issues, including hardware and software-related concerns
- Ensure customer tasks are completed within the set timeline
- Troubleshoot and resolve local and networked Multi-Function Devices, printers, and other hardware components
- Process retiring computers, including retrieving the computer, clearing the BIOS, removing the SSD, and completing return shipment paperwork
- Order and replace computer components, and return defective components
Requirements
- US Citizen
- DoD Secret Clearance
- High school diploma with 4+ years of prior relevant experience
- Valid DoD 8570 IAT Level II: Security+ or higher Certification
- Demonstrated expertise in IT Enterprise Operations
- Excellent customer service skills
- Excellent oral and written communication skills
Preferred Qualifications
- Organized and detail-oriented
- Strong leadership skills
- Self-motivated and self-directing
- Strong collaboration, prioritization, and adaptability skills
- Ability to manage and prioritize own work and that of their team
- Independent decision-making
- Analytical thinking
- Ability to effectively communicate with all organizational levels
Physical Requirements
- Must be able to lift and carry 50 lbs. for up to 100 feet at a time
- Must be able to lift 25 lbs. vertically using ladders
- Must be able to work in confined spaces, such as raised floors or communications closets
- Must be able to work in noisy environments, such as data centers and operations centers
- Must have normal color vision and correctable vision to 20/20 or better
- Must have depth perception to work safely on ladders and in confined spaces
- Must be able to drive a personal or corporate vehicle to different locations
Pay Information The hourly rate for this position is $35.85. The pay range for this job level is $50,700.00 - $91,650.00.