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    Lead, Workstation Support - Dallas, United States - Spectraforce Technologies

    Spectraforce Technologies
    Spectraforce Technologies Dallas, United States

    1 week ago

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    Description
    Job Title: Workstation Support Lead

    Location: Dallas, TX

    Duration: 6+ Months (possibility of extension)

    C2 eligibility

    Note:Some nights/weekends will be required

    Required technologies:
    • Windows 11, Active Directory (workstation management), VPN (Cisco AnyConnect), Office365
    Preferred/Nice to have technologies:
    • ServiceNow, BigFix
    Typical day:
    • This position supports users (both remote & onsite) that connect to a secure network using VPN.
    • Building & deploying laptops, troubleshooting connectivity, and assisting users.
    Duties:
    • Senior Technician with broad technical knowledge whose duties may include being responsible for leading staff performing technical support functions or managing special projects in area of expertise as assigned by management.
    • Assists less experienced technicians. Performs additional support via analysis and research.
    • Considered a subject matter expert in all aspects of Workstations; specifically how the operating system and applications interact with internal/external networks/infrastructure.
    • 30% Handles escalated and complex issues from customers to include researching, analyzing, and resolving problems.
    • Communicates findings to customers.
    • 30% Responsible for project leadership that may involve business mandates relating to issues, training and work instructions for new and existing staff, system and new business transitions, departmental process improvements, standard system testing and support, etc.
    • 25% Adhere to and monitor established team performance metrics as established by Manager.
    • Ensures proper reporting of work efforts. Develops and presents a variety of routine and ad hoc reports on departmental statistics as requested by management and as needed for customers.
    • 15% Keeps apprised of new technologies related to workstation support procedures.
    • Ensures proper backing up of data from user workstations and that tools and equipment are licensed and approved by IS purchasing.
    • May order replacement parts and track status/inventory of items.
    Skills:
    • Required Skills and Abilities: Advanced system research and analysis skills.
    • Comprehensive knowledge of relevant software and tools used by the company/contract.
    • Project management expertise and advanced technical support skills involving customers at all technical levels.
    • Solid leadership skills.
    • Excellent organizational, judgment, customer service, and both verbal and written communication skills.
    • Excellent spelling, punctuation, and grammar skills. Ability to handle confidential or sensitive information with discretion.
    • Required Software and Other Tools: Familiarity with computer and workstation equipment.
    • Work Environment: Fast paced, multi-platformed environment which may require action and response 24X7 to support the technical business needs of the customer.
    Education:
    • Required Education: Associate Degree in Computer Science, Information Technology, or other job related field.
    • Degree Equivalency: 2 years of job related work experience.
    • Required Work Experience: 6 years of technical operations support experience.
    • Required Training: A+ certification
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