Lead IT Technician - Raleigh, United States - Demo - Maximus

Description

Job Summary

MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high-quality health and human service programs to a diverse array of communities. Operating under MAXIMUSs founding mission of Helping Government Serve the People since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process, and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

The IT Field Services Lead Technician is responsible for resolving all technical issues for all end points for their dedicated location. Lead technicians are the lead subject matter experts and have in-depth knowledge of each projects specific applications and systems needed to keep the project operational. They are responsible for meeting and/or exceeding defined performance metrics, fulfilling service requests, resolving incidents related to end user systems and maintain access to mission critical systems within the defined SLA. This role is also the considered to be the technical lead for the supervisor that identifies, researches, and resolves technical issues for our Tier 1, 2 and Sr. Technicians. Lead technicians are also responsible for managing the relationship between the business and IT.

Job Duties/Responsibilities:
Works in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.
Provides Lead Level support for request that cannot be resolved remotely where on-site hands-on inspection and remediation is required
Identify, research, resolve technical issues for local and remote staff.
Become the subject matter expert for various software applications and end point configurations for the business.
Conduct routine equipment servicing out in the field.
Perform on-site activities, related to installation, repair, management and maintenance.
Manage and maintain onsite IT equipment by receiving, inventorying, imaging and deploying IT assets.
Track IT Assets and maintain updated information in the appropriate ITAM database.
Document, track, and monitor problems to ensure timely resolution within the established SLAs of the business.
Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics.
Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids.
Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed.
Key contributor in maintaining and updating various software applications and desktops configurations to ensure compliance.
Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
Perform technology upgrades and refreshes.
Mentor and lead peers on best practices and bestow the company culture.
Support of new site builds, office consolidations, office relocations, migrations, and decommissions.
Collaborate and partner with other disciplines of IT to research, test and implement IT enterprise initiatives.
Perform work via IT Ticketing system to assist customers in person, over the phone, chat and remotely.
Assist in tracking and completing tickets pertaining to application, network, and system issues.
Maintaining Active Directory Users and Computers.
Administer user accounts and permissions to various application, as well as client software.
Serve as technical liaison between program staff and IT.
Assist with Service Desk surge support.
Perform other duties as assigned by management.

Education/Requirements:
Bachelors degree or equivalent combination of education, technical training or work experience considered in lieu of degree.
Minimum of 0-3 years of related IT experience.
Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
Comply with all company required policies, procedures and processes including but not limited to required training and adhering to established safety standards.
Experience working in a network planning or implementation role at an ISP, telephony and other vendors preferred
Relevant experience in Data Center Engineering Operations, cable management and power distribution and redundancy.
Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
Strong organizational skills and ability to multi-task in a medium-size business environment.
May provide immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
Working knowledge with ITIL and prior experience in staff development preferred.

Physical Requirements:
Ability to sit for up to 80% of time
Ability to lift up to 40 pounds required
Travel may be required as needed.

Education and Experience Requirements

Essential Duties and Responsibilities:

Work in liaison with Maximus IT and vendors to provide hands-on/on-site support, testing and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned region.

Provide Tier 3 Level support for request that cannot be resolved remotely where on-site hands-on inspection and remediation is required

Identify, research, resolve technical issues for local and remote staff.

Become the subject matter expert for various software applications and end point configurations for the business.

Conduct routine equipment servicing out in the field.

Perform on-site activities, related to installation, repair, management and maintenance.

Manage and maintain onsite IT equipment by receiving, inventorying, imaging and deploying IT assets.

Track IT Assets and maintain updated information in the appropriate ITAM database.

Document, track, and monitor problems to ensure timely resolution within the established SLAs of the business.

Provide Windows / Mac / Linux OS support by evaluating and troubleshooting issues including running in-depth diagnostics.

Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manual and or job aids.

Escort vendors inside the data rooms and ensure changes, maintenance is documented, and all safety precautions have been followed.

Key contributor in maintaining and updating various software applications and desktops configurations to ensure compliance.

Participate in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.

Work with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.

Perform technology upgrades and refreshes.

Mentor and lead peers on best practices and bestow the company culture.

Support of new site builds, office consolidations, office relocations, migrations, and decommissions.

Collaborate and partner with other disciplines of IT to research, test and implement IT enterprise initiatives.

Assist in tracking and completing tickets pertaining to application, network, and system issues.

Maintaining Active Directory Users and Computers.

Administer user accounts and permissions to various application, as well as client software.

Serve as technical liaison between program staff and IT.

Assist with Service Desk surge support.

Perform other duties as assigned by management.

Minimum Requirements:

Associate degree or equivalent combination of education, technical training or work experience considered in lieu of degree.

Minimum of five (5) years of related IT experience.

Experience working in a network planning or implementation role at an ISP, telephony and other vendors preferred

Relevant experience in Data Center Engineering Operations, cable management and power distribution and redundancy.

Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.

Strong organizational skills and ability to multi-task in a medium-size business environment.

Availability to response to the needs of internal and external customers

Working knowledge with ITIL and prior experience in staff development preferred.

MAXIMUS Introduction
Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates. The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment. EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. Were proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.