Classified Technical Lead

Edgewater Federal Solutions, Inc.•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking a Classified Technical Lead to help support the IT program at a major national laboratory. Successful candidate will provide classified end-user support with processes for managing and delivering services associated with customer classified enterprise networks that are ITIL® conformant. Candidate will resolve incidents, service requests, and problems associated with service failures or degradations that are related to hardware and software computing devices used to access enterprise classified networks. Requests are received via phone calls, emails, chats, and web submittals. Classified end-user support is delivered either remotely or deskside to best suit the needs of the customer. Classified end-user support is responsible for (1) delivering remote and/or deskside IT support by creating, maintaining, and using knowledge articles; (2) performing basic troubleshooting to resolve, capture, report, and escalate incidents and requests. Additionally, you will support multi-user rooms (e.g., Skype rooms, classrooms) and video and collaboration technologies. You will provide tactical-support personnel for the services described below.

Requirements

Bachelor’s degree in technology related field and 2 years of related experience
In lieu of a degree, 8 additional years of experience is applicable
Must have an Active DOE Q Security Clearance
Must be US Citizen
Demonstrated knowledge and experience in similar environment
Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
Intermediate to advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, Sharepoint, etc.)
Intermediate to expert virtual desk expertise (related to equipment connectivity for computing customer).
Ability to type 35 WPM

Nice To Haves

3 years experience in the current customer environment
Experience with ServiceNow
Experience with KCS methodology
Any additional requirements determined by the Service Manager
Ability to type 50+WPM

Responsibilities

Serve as a Subject Matter Expert (SME) regarding the Client’s classified computing environments, as well as support of specific applications and hardware.
Accountable for the performance of Classified Support Services frontline, backlog, and field services
Accountable for the day-to-day activities of Classified Support Services and adjust to volume ensuring a high productivity level of all technicians.
Manage hardware order progress
Ensure proper troubleshooting process is followed.
Participate in Subject Matter Expert (SME) training of new employees.
Collaborate with management, for providing on the job training for all technicians.
Effectively use all tools to appropriately diagnose, & whenever possible, repair all customer issues.
Partner with team members to educate with new solutions & assist other technicians when call volume is low.
Participate and lead team projects as needed.
Achieve and maintain knowledge of all applicable team procedures.
Collaborate with other service provider teams to improve service.
Analyze content of resolved tickets and promote information to knowledge base articles as appropriate.
Consistently meet required productivity expectations
Provide customer with regular communication regarding status of trouble tickets.
Successfully resolve more complex hardware and software problems.
Mentor the Jr. and Sr. level technicians to increase their overall knowledge.
Capacity to work independently and effectively while maintaining good team interactions.
Provide adequate notice for planned absences.