Area Technical Lead

About the role

Inserso is seeking Area Technical Leads to provide support to our DHS customers worldwide. This position provides onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud and other IT services, as requested. The Area Technical Lead is the lead Systems Engineer that reports to a Contractor Team Lead and provides IT Field Operations (ITFO) support for 24 × 7 LANs and associated applications, peripherals, connectivity, and end‑users in a Service Desk‑supported Tier II environment. The role relies on instructions and pre‑established guidelines while working independently or under immediate supervision, with a degree of creativity and latitude.

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 for network‑attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x‑ray machines, smart displays, and sensors.
• Support mobile and wireless devices, including smartphones, tablets, and hotspots.
• Assist in testing, applying, and maintaining server configurations and related security patches.
• Maintain and check 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 customer’s inventory system.
• Install and maintain VTC infrastructure, assisting with user requests.
• Participate in pre‑scheduled after‑hours support on a weekly on‑call rotation and/or as a team member supporting special projects or events.
• Conduct new equipment deployments and/or provide deployment support as requested.
• 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.
• Contribute to technical discussions and develop/present briefing materials to ensure customer needs are met.
• Identify and fix problems within existing systems, design/implement new systems, enhance existing systems, and participate in analysis, design, and construction of next‑generation IT systems.
• Understand customer needs and commercially available IT products to create requirements for implementation by architecture and engineering teams and COTS products.
• Apply system engineering expertise in areas such as telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.

Key Lead Responsibilities

• Review and approve timesheets, expense reports, and travel requests.
• Assist in the hiring process with technical interviewing and issuance of staffing recommendations.
• Serve as escalation point of contact for Government IT Managers.
• Provide evaluation, training, coaching, and mentorship of system engineers.
• Fulfill routine and ad‑hoc technical and service‑related reporting requests.

Required Skills/Experience

• U.S. citizenship and successful completion of the DHS Employment Eligibility Verification process.
• Associate degree or equivalent experience.
• Eight (8) years of IT‑related support experience, preferably through progressive technical roles.
• Three (3) years of experience providing technical enterprise support within a large, complex organization, dealing with a wide range of users, systems, and networks.
• At least one (1) year of experience in a lead technical role or supervisory position supporting a group of five (5) or more.
• Strong 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.
• Pass a Motor Vehicle Records check (position classified as “Regular Driver”).
• Willingness to travel; local short‑notice travel to customer sites is common, with overnight/air travel typically less than 5 % per year.
• Comfort working in a law‑enforcement environment (e.g., detention facilities, prisons, jails) and adherence to personal protective equipment and social‑distancing requirements when required.

Preferred Skills/Experience

• Demonstrated expertise on multiple complex work assignments requiring originality and innovation.
• 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 setup, configuration, and administration of servers and backups.
• Relevant certifications such as ITIL v5, MCSE, A+, Security+, Network+, or equivalents.

Physical and Mental 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 to transport objects or equipment weighing up to 50 lb.