Technical Lead

• High school education or equivalent and 1-3 years general experience, or equivalent combination of experience and college level education\n
• Minimum of 6 months of tenure with the NMCI Service Desk\n
• Individuals on a Performance Improvement Plan or Attendance Warning will not be considered\n
• 8570 certification - CompTIA Security +CE\n
• Three months or more experience supporting NNPI and/or SIPR in a Tier 1 role.\n
• Ability to attain Flank Speed Tier 1.5 qualification within 30 days.\n
• Superior skills in both written and verbal communication.\n
• Proficiency with Microsoft PowerShell\n
• Strong problem-solving skills.\n
• Advanced knowledge of computer and networking technology.\n
• Ability to effectively document issues, troubleshooting steps, and resolutions implemented.\n
• Understands NMCI internal structure, processes and tools.\n
• Proficient with HPSM ticketing and Knowledge Management System.\n
• Must be a US Citizen.\n
• Able to work assigned shifts as needed, including overnights and weekends.\n, * Candidates with Bachelor’s degree in Computer Science, Engineering, Business, or related IT or equivalent work experience 2 years of experience on NMCI Service Desk\n
• Candidates with fewer than 4 attendance occurrences in a rolling 90-day period\n
• Candidates with strong metrics in PAR and AHT\n
• Proactive learner who takes ownership of their own growth and career development\n

n In addition, this Technical Lead will provide onsite support to troubleshoot, repair, and manage hardware, software, and network systems. It is essential for tasks requiring physical access and hands-on hardware repairs.\n \n \nPrimary Responsibilities\n \n As a Service Desk Technical Lead/Onsite Support, you will:\n \n \n

• Provide onsite support\n
• Troubleshoot, repair, and manage hardware, software, and network systems onsite\n
• Monitor Teams Chat to assist Tier I Agents\n
• Assist with training sessions and performance progression\n
• Prepare for, lead, and follow-up on technical training sessions\n
• Track agent performance\n
• Assist Supervisor with ticket analysis\n
• Research mishandled tickets that get sent back to the team\n
• Provide escalation follow-up\n
• Mentor and provide operational support to agents\n
• Coordinate with OST to ensure additional operational support coverage for the team\n
• Coordinate knowledge development and dissemination -Lead Service Desk Tier I team toward delivery of organizational goals\n
• Position team toward delivery of Enterprise metrics\n
• Assist and train SvD agents\n
• Provide environment for continued agent development\n
• Communicate effectively with peers and complimentary support groups for maximum efficiency in meeting SLR’s Basic Qualifications\n