Area Technical Lead

Responsibilities

• Serves as a designated lead to other systems engineers to include project/task delegation, monitoring work quality and providing technical direction.
• Supports technical escalations and facilitates technical training and mentoring for new employees.
• Acts as senior technical point of contact and overall go-to person for assigned key customer(s).
• Prepares and submits monthly, weekly, daily, and ad hoc IT service-related reports and/or data calls.
• Leads team and project meetings with other engineers, external support groups and client IT management.
• Covers LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units.
• Supports the installation, configuration and maintenance of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors.
• Supports the installation and maintenance of mobile and wireless devices to include smartphones, tablets, and hotspots.
• Assists in testing, applying, and maintaining server configurations and related security patches.
• Assists in maintaining and checking the health of systems and backups to include restore testing.
• Maintains ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets.
• Updates tickets following documentation templates and/or guidelines to ensure quality requirements are met.
• Provides daily, weekly and monthly activity reports describing activities accomplished in a timely manner.
• Provides inventory support and input to the provided inventory system for the customer.
• Responsible for installing and maintaining VTC infrastructure to include assisting with user requests.
• Participates in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events.
• Conducts or provides new equipment deployments and/or requested deployment support.
• Provides cabling support and run cables within data centers, LAN rooms and remote wiring closets.
• Analyzes functional business requirements and design specifications for functional activities.
• Effectively contributes to technical discussions and develops and presents required briefing materials to ensure the customer’s needs are met.
• Should provide identification/fixing for the problems within existing systems, enhance the existing systems and participate in analysis, design, and new construction of next generation IT systems.
• Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products.

Requirements

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Associate Degree or equivalent experience.
• 8 years of IT-related support experience, preferably through progressive technical roles.
• 3 years’ experience providing technical enterprise support within a large, complex organization, dealing with a wide range of users, systems, and networks.
• 1+ year experience in a lead technical role or supervisory position supporting a group of 5 or more.
• Attention to detail and follow-through.
• Ability to work with minimal supervision.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience functioning as a technical expert across multiple project assignments.
• Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required (Actual travel percentage varies based upon location but is typically less than 20%).
• Must maintain a state of travel readiness required to take prompt action on support requests which may require local and/or overnight travel to Government locations (Local short notice travel to customer sites is common, extended overnight and air travel is typically less than 5% per year).
• Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons or jails.
• If the position requires you to enter certain facilities, you may be required to wear personal protective equipment and adhere to social distancing requirements.

Qualifications

• Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Ability to apply a comprehensive knowledge across key tasks and high impact assignments.
• Experience performing IT hardware repairs and installing replacement parts.
• Experience planning and leading major technology assignments and projects.
• Subject matter expert with the setup, configuration and administration of servers and backups.
• ITIL v5, MCSE, A+, Security+, Network+, or other relevant certifications.

Physical and/or Mental Qualifications

• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.

Benefits

• Health Insurance
• Short and Long-Term Disability
• Life and AD&D Insurance
• 401(k)
• Company-Paid Holidays
• Paid Time Off (PTO) for vacation/personal matters.