NetCentrics Corporation
  • 22-Jun-2022 to Until Filled (EST)
  • DC, USA
  • Salary
  • Full Time
  • Public Trust

Yes


Title: Senior Helpdesk Technical Lead

Location: Washington, D.C.

Clearance: Public Trust

Responsibilities:

  • Provide technical support for senior executive leadership
  • Upon request, provide site assessments and set up War Room in and outside the Washington DC Metro area; provide a litigation support
  • Lead major building moves for area of responsibility
  • Assist and lead projects project relating to new technologies being implemented into production as well as new process/policies being introduced in the environment
  • Lead level 2 technicians, set clear team direction, delegate tasks and set deadlines, monitor team performance, and practice continuous service improvement
  • Troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
  • Zoom account administration and provide guidance on changes
  • As required, assess the need for and implement performance upgrades to laptop/desktop, including the installation of CPUs, I/O and NIC cards, hard disks, hard drives, RAM, memory chips, and so on
  • Collaborate with Desktop Development, Infrastructure, Network Administrators to ensure efficient operation of the desktop computing environment
  • Follow established Service Desk processes for ticket management
  • Develop and maintain Knowledge Documents (Work Instructions) in accordance with Knowledge Management processes; work with Knowledge Manager
  • Provide analysis related to the design, development and implementation of hardware for products
  • Provide technical support to VIP personnel
  • Develop test strategies
  • If necessary, liaise with third-party support and vendors
  • Support and provide feedback to ensure continual process improvement

Requirements:

  • Bachelor's degree or equivalent experience and 5+ years of professional IT experience, with 2+ years of experience in a management or technical team lead role administering operational computing environments; (1.5 years of experience = 1 year of College (non-degreed = 6 years of experience))
  • Excellent problem solving, quantitative and analytical skills; ability to provide executive summaries upon request
  • Exceptional customer service skills, VIP support experience and comprehensive knowledge of personal computers, video conferencing tools, like Microsoft Teams and Zoom
  • Expertise on multiple complex work assignments
  • Ability to prioritize and execute tasks in a high-pressure environment
  • Ability to manage multiple tasks simultaneously
  • Solid understanding of IT concepts/practices
  • Experienced with ServiceNow ticketing system
  • Strong written and oral communication skills
  • Basic knowledge of SCCM
  • Familiarity with Incident Management and Problem Management process
  • Ability to travel outside Washington, D.C. up to 20%
  • Ability to lift up to 50 lbs
  • Active Public Trust security clearance
  • As a contingency to employment at NetCentrics, all candidates who are given offers must successfully pass a background investigation including criminal history and reference checks

Desired qualifications/skill set:

  • ITIL Foundation
  • A+, Network+, Security+ or equivalent
  • ServiceNow, Windows 10, Office 365 experience
  • Microsoft Active Directory, Microsoft 365, PowerShell, Okta, and Zscaler experience

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Equal Opportunity Employer/Veterans/Disabled

NetCentrics Corporation
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