Area Technical Lead

About the role

Inserso is seeking Area Technical Leads to provide onsite and remote Tier 2 support for DHS customers worldwide. The role involves prompt action and quick resolution of user IT issues (hardware, software, applications, network diagnostics, cloud, and other IT services) to minimize downtime. The Area Technical Lead acts as the lead Systems Engineer reporting to a Contractor Team Lead, delivering IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end‑users in a Service Desk‑supported Tier II environment.

Responsibilities

• Serve as a designated lead to other systems engineers, including project/task delegation, monitoring work quality, and providing technical direction.
• Support technical escalations and facilitate technical training and mentoring for new employees.
• Act as senior technical point of contact and overall go‑to person for assigned key customer(s).
• Prepare and submit monthly, weekly, daily, and ad hoc IT service‑related reports and/or data calls.
• Lead team and project meetings with other engineers, external support groups, and client IT management.
• Coordinate and provide LAN administrator support for installation, configuration, and maintenance of network communication devices, servers, network storage arrays, and tape backup units.
• Provide support of network‑attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x‑ray machines, smart displays, and sensors.
• Provide support of mobile and wireless devices including smartphones, tablets, and hotspots.
• Assist in testing, applying, and maintaining server configurations and related security patches.
• Assist in maintaining and checking the health of systems and backups, including restore testing.
• Monitor ITSM (ServiceNow) assignment groups and apply troubleshooting needed to resolve tickets.
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met.
• Provide daily, weekly, and monthly activity reports describing activities accomplished in a timely manner.
• Provide inventory support and input to the provided inventory system for the customer.
• Responsible for installing and maintaining VTC infrastructure, including assisting with user requests.
• Participate in pre‑scheduled after‑hours support of weekly on‑call rotation and/or as a team member supporting special projects or events.
• Conduct or provide new equipment deployments and/or requested deployment support.
• Provide cabling support and run cables within data centers, LAN rooms, and remote wiring closets.
• Analyze functional business requirements and design specifications for functional activities.
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met.
• Identify and fix problems within existing systems design/implementation of new systems, enhance existing systems, and participate in analysis, design, and new construction of next‑generation IT systems.
• Understand customer needs and realities of commercially available IT products to create requirements that enable implementation by the architecture and engineering team and COTS products.
• Review and approval of timesheets, expense reports, and travel requests.
• Assist in the hiring process with technical interviewing and issuance of staffing recommendations.
• Serve as escalation POC for Government IT Managers.
• Provide evaluation, training, coaching, and mentorship of system engineers.
• Fulfill routine and ad‑hoc technical and service‑related reporting requests.

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 (position classified as a “Regular Driver”; overnight travel may be required, actual travel percentage varies by location but is typically less than 20%).
• Maintain a state of travel readiness 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; may require personal protective equipment and adherence to social distancing requirements if entering certain facilities.

Qualifications

• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
• Ability to position oneself to access computer and related equipment connections and transport objects or equipment weighing up to 50 lbs.

Skills

• 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 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.

Pay

Salary Range: $90,000 – $105,000. The annual base salary range considers additional factors including, but not limited to, knowledge, skills, and abilities; relevant experience; education; certifications; and geographic location.

Benefits

Inserso provides a comprehensive benefits package, to include Health Insurance; Short and Long‑Term Disability; Life and AD&D Insurance; 401(k); Company‑Paid Holidays; and Paid Time Off (PTO) for vacation/personal matters.