HQ Support Engineer

GovCIO

Alexandria, VA, United States

4 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

6 years minimum

Compensation

$115,000.0

Working hours

Regular working hours

Job source

Software Code Optimization Information Technology Deployment Automation

Provides technical and management leadership for major IT field support services across for HQ Sites, establishing goals and plans that meet project objectives
Directs and controls all HQ support activities, having overall responsibility for management, methods, and staffing to ensure technical requirements are met
Oversees technical support to federal, contractor, and detail employees using TSA Systems, ensuring appropriate staffing resources
Ensure support engineers complete mandatory and job-related training
Directs specific IT Field Services tasks, including deskside support, mobility support, deployment services, Operations and Maintenance (O&M), asset management inventory assistance, and video conferencing and A/V O&M, and local on-site cabling

High School with 6 - 9 years of IT support experience (or commensurate experience)
6 years experience in IT support
Possesses expert-level IT field support and leadership skills, enabling the management and direction of complex service request fulfillment and network/computer systems administration across multiple operating systems
Demonstrates advanced proficiency in mobile device support, intricate desk-side tasks, and deployment strategies
Possesses the ability to provide comprehensive IT support for TSA staff at International locations
Exhibits leadership in evaluating service performance, actively managing and documenting tickets, ensuring high-quality resolution, system optimization, and recommending significant changes for overall service delivery
Skilled at applying lessons learned for the refinement of Knowledge Base (KB) articles in support of continuous process improvement
Demonstrates exceptional interpersonal and communication skills, strategic thinking for technology assignments, applies advanced troubleshooting expertise, and demonstrates strong leadership to ensure high-quality resolution and system optimization across multiple tasks
Clearance Required: Ability to maintain a Public Trust clearance