Helpdesk Support Specialist Lead

Requisition #: 1576

Job Title: Helpdesk Support Specialist

Location: Quantico, VA

Clearance Level: Top Secret/SCI

Job Description

The Customer’s mission is to provide advanced, reliable and secure communications, knowledge management, information systems support (voice, video and data) and data center management for the Organization to enable their global Network Operations mission of operating and defending the enterprise network.   The Customer provides 8x5x52 (Federal business days) on site and network support to three buildings located in Quantico, VA. The Customer supports approximately 1800 users and the following ancillary devices: (2100) workstations (laptops and desktops), (26) network printers, (600) telephones, (190) smartphones, (25) switches. The candidate will be required to Tech Refresh workstation and smartphones, (44) Desktop SVTC when schedule to replace all End-of-Life Devices. The average amount of trouble tickets handled by the branch is approximately 250 per month at the main facility in Quantico, VA.   Clearance Requirement: Top Secret   As the Local IT Support Lead, you will be responsible for the day-to-day operational management of your team in support of the client’s priorities and mission to provide communications support to the organization.   DUTIES The Team’s duties include but are not limited to:
• Provide local area network support for any desktop related problems, to include, but not limited to installation of software and service requests for assets located on the unclassified and classified network.
• Develop and implement an incident control process which shall include problem recognition, research, isolation, resolution, and follow-up steps as defined in the ITIL version 4 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems.
• Identify, research, and resolve technical problems related to the user workstations, software and other related user equipment, such as Microsoft Intune Admin, Active Directory Admin, Microsoft O365 Exchange Admin, and Cisco Call Manager.
• Provide Tier II support to end users for either PC, server, hardware, and mobile applications. Install, configure and image computers with the latest Client provided image.
• Support up to 100 global Top-Secret users.
• Provide support and assist with the Continuity of Operations Plans (COOP).
• Respond to service requests via Remedy, telephone calls, email, and direct personnel requests for technical support.
• Document, track, and monitor problems to ensure a timely resolution as defined in the ITIL version 4 framework established Guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems, and in accordance with required response times.
• Interact with network services, software systems engineering, and applications development to restore service and identify and correct core problem.
• Recommend systems modifications to reduce user problems.
• Interact with Government Intelligence Activity network services, software systems engineering, and applications development to restore service and identify and correct core problems.
• Experience with Mobile Devices, iPhones and Samsung configuration.
• Monitor and respond to hardware, software, and network problems.
• Maintain and test network file servers and network printers.
• Utilize software and hardware tools and identify and diagnose complex problems and factors affecting network performance.
  SUPERVISORY DUTIES
• Coordinating with client leadership to identify priorities and ensure team priorities are aligned accordingly.
• Supervise and lead the local IT support Team.
• Coordinate support coverage and ensure proper daily support is available.
• Monitor job queues and ensure that all tasks are completed efficiently and in a timely manner. Ensure efficient ticket handling and consistent workflow.
• Provide technical guidance, training, and support to Team members.
• Troubleshoot and assist with problem-solving.
• Access work