Client Support Administrator Technical Lead bei KIHOMAC
KIHOMAC · Colorado Springs, Vereinigte Staaten Von Amerika · Onsite
- Professional
- Optionales Büro in Colorado Springs
- Implement and maintain various enterprise and mission IT systems and serves as an interface to the supported community users
- Provide guidance, direction, and training to other technicians in the group
- Develop and implement system documentation and operation procedures. Identifies and corrects processing anomalies
- Maintain visibility of Task Order (TO) specific break/fix (Service Desk) and sustainment efforts to coordinate CSA resources where needed; to include the In and Out, Moves and Change (IMAC) team
- Develop, implement, and sustain MIT CSA training standards; to include MIT Service Desk, MDARTS Remedy, and break/fix SOPs
- Monitor and respond to multiple communication channels to ensure customer’s unique mission needs are being met
- Coordinate with the MIT CSA Lead to understand and facilitate communication of Enterprise IT outages to CSAs and MIT leadership as required
- Serve as technical expert in the area of client support administration for MDA systems specific to MIT areas
- Establish and maintain an active baseline, and assists in developing future needs by proactively researching modernization solutions
- Use Remedy, Power BI, and other metrics tools to monitor MIT IT baseline; responds and reports any anomalies or new issues that need to be addressed
- Serve as a Subject Matter Expert (SME) to provide higher level troubleshooting for IT related issues impacting MDA systems specific to MIT
- Ensure TO specific software requests are tracked and installed as requested by the supported customer base
- Work with EIT and MIT CSAs to develop alternate solutions to break/fix issues as required
- Coordinate with CSA Team Lead and Service Desk Leads to maintain MIT CSA Knowledge Repository
- Manage and execute testing requirements on new hardware/software to ensure functionality with MIT and MDA environments
- Oversee CSA Remedy queue management; including stale ticket follow-up, ticket distribution, and Remedy queue quality control checks
- Other duties as assigned
Requirements
Education/Training:
- Bachelor’s Degree in Computer Science, Information Technology, or other relevant discipline preferred
- Current DoD approved 8570 Level II certification such as Security+ CE required
Experience:
- 5+ years of directly relatable experience in IT positions
- Missile Defense Agency or Department of Defense experience preferred
- Experience with DoD and DISA Information Assurance programs preferred
- Experience with Virtual Desktop Environment Support preferred
- Experience with storage appliances configuration preferred
- Experience using the Remedy software action request system preferred
- Experience with Microsoft Endpoint Configuration Manager (MECM) preferred
- Experience with audio visual systems preferred
Security:
- Must be a US citizen
- Candidate must be in possession of a minimum DoD issued Secret Clearance
Physical Requirements:
- Able to occasionally reach with hands and arms
- Prolonged periods of computer screen use, while sitting or standing at a desk
- Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)
- Able to safely lift and carry up to 20 pounds at a time
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
Salary: $95,000 - 110,000
Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.
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