Help Desk Team Lead
Education AA or BS Degree
Experience 5+ Years
Citizenship Requirement US Citizen
Clearance Required Secret w/SSBI
Location Aberdeen, MD
Maintain overall responsibility for help desk staff and activities associated with the identification, prioritization, and resolution of reported problems. Provide daily supervision and direction to personnel responsible for phone and in-person support to users in the areas of computer operating systems and desktop applications. Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked, and resolved appropriately. Analyze and propose ideas, suggestions, and improvements relating to customer support. Review and evaluate personnel work and prepare performance reports. Support the implementation and rollout of new or updated desktop technology requirements and desktop information security implementation support. Provide Tier 3 technical support for network operations across multiple operational networks and work with Tech Ops staff to close problems, identify workarounds, update documentation, and provide root cause analysis. Provide full implementation support for the desktop lifecycle process, including hardware evaluation, design, and support for core software load for user desktop computers, disk image creation and hardware device driver library management and maintenance, and conducting all required testing and evaluation. Support the implementation of emerging technologies, including software virtualization, thin clients, and Cloud computing, such as testing and evaluation. Implement and maintain security controls across mobile and desktop devices, develop and maintain all required information security documentation, ensure compliance, monitor vulnerability threats, and implement necessary protection mechanisms and added controls to mitigate and reduce potential risks.
This position is located in Aberdeen Proving Ground, MD.
-5+ years of experience as a technical support management
-Ability to demonstrate strong attention to detail
-Experience with installing, configuring, testing, and maintaining hardware and software
-Experience with performing security patches and upgrades and data entry tasks
-Knowledge of Microsoft Office Suite
-Ability to manage a technical team of 10+ personnel
-Experience with Windows, Microsoft Office, SharePoint, Visio, and PowerPoint
-Experience in an enterprise IT environment and the implementation and rollout of new or updated desktop technologies
-Experience with implementing and maintaining security controls and compliance, including developing security documentation
-Experience with multiple platforms, including Windows OS, UNIX or Linux, and Apple OSX or iOS
-Knowledge of a variety of service desk management and reporting tools
-Knowledge of security requirements and DoD guidelines
-Knowledge of data system networking and protocols, including IP, such as TCP and UDP, SNMP, SMTP, networking STIG scanning tools, and McAfee
-Ability to troubleshoot and resolve technical issues
-AA or BS degree (Experience can be substituted for educational requirements.)
-CompTIA A+, ITIL Foundations, and HDI Support Center Manager Certification
-Security+ CE Certification
Secret with SSBI clearance is required.
Mandatory Requirement: Candidate must be a US Citizen in order to obtain and maintain an interim and final security clearance.
-Top Secret clearance preferred
-BA or BS degree in a technical area (Computer Science, Information Assurance, Cyber Security…)