- Facilitate and capture knowledge of frequent incidents and service requests to increase the percentage first call resolution (FCR).
- Ensure adequate reporting, escalations, and staffing levels to meet the needs of the environment.
- Adjust shifts as needed to accommodate changes in call volumes and ensure staff is properly trained for the types of tickets received.
- Respond to support requests from various sources including self-service web submissions, emails, and phone calls.
- Strive for >80% of support requests to be resolved as first call resolutions, minimizing escalations.
- Provide answers to commonly asked IT questions and resolve technical issues of moderate complexity.
- Log all support requests into the incident management system (ServiceNow) and escalate issues as necessary.
- Administer end user facing components of the IT infrastructure including desktops, laptops, VDI, thin/zero clients, mobile devices, and peripherals.
- Assist with asset management tasks including verifying inventory, conducting physical inventories, and recording equipment details in ServiceNow.
- Coordinate with internal teams and external vendors for equipment installation, de-installation, and integration services.
- Conduct imaging, configuration, and deployment of new and recycled desktops/laptops with standard images.
- Troubleshoot and resolve hardware and software-related issues, ensuring timely resolution and minimal disruption to users.
- Perform Microsoft Active Directory administrative functions including user and group management, permissions administration, and folder structure administration.
- Requires Public Trust clearance
- Master's Degree or equivalent and Fifteen (15) years of experience.
- Ten (10) years in supervision of substantial IT/Networking projects, Five (5) years of this experience must have been in supervising large IT/Networking services contracts, including people of various job categories and skills, and must have occurred in the last seven (7) years. Experience in government contracting preferred.
- Must be able to work flexible hours, including weekends and holidays as required.
- ITIL Foundation certification preferred.
- Must have Proficiency in creating and updating tickets in ServiceNow.
- Knowledge of latest Windows Operating System (OS), CISCO network, HP, and Dell IT equipment.
- Ability to lift equipment weighing approximately 50 pounds.
- Basic knowledge of networking and inventory management.
- Experience in troubleshooting hardware and software issues, performing spyware and virus removal, and installing component upgrades.
- Ability to work under moderate supervision and follow standard methodologies for troubleshooting.
- Strong aptitude in configuring, installing, and upgrading hardware and software.
- Familiarity with Microsoft Active Directory administrative functions.
- Ability to maintain standard software images for desktops, laptops, and mobile devices.
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