Job Description

Client Support Administrator Technical Lead at KIHOMAC summary:

Leads client support administration for enterprise and mission IT systems, providing technical expertise, training, and documentation development. Coordinates service desk operations, monitors IT baselines, and manages break/fix and sustainment efforts to ensure mission-critical system availability. Acts as a subject matter expert in troubleshooting, system modernization, and liaison between technical teams and leadership in a DoD environment.

• Implement and maintain various enterprise and mission IT systems and serves as an interface to the supported community users
• Provide guidance, direction, and training to other technicians in the group
• Develop and implement system documentation and operation procedures. Identifies and corrects processing anomalies
• Maintain visibility of Task Order (TO) specific break/fix (Service Desk) and sustainment efforts to coordinate CSA resources where needed; to include the In and Out, Moves and Change (IMAC) team
• Develop, implement, and sustain MIT CSA training standards; to include MIT Service Desk, MDARTS Remedy, and break/fix SOPs
• Monitor and respond to multiple communication channels to ensure customer's unique mission needs are being met
• Coordinate with the MIT CSA Lead to understand and facilitate communication of Enterprise IT outages to CSAs and MIT leadership as required
• Serve as technical expert in the area of client support administration for MDA systems specific to MIT areas
• Establish and maintain an active baseline, and assists in developing future needs by proactively researching modernization solutions
• Use Remedy, Power BI, and other metrics tools to monitor MIT IT baseline; responds and reports any anomalies or new issues that need to be addressed
• Serve as a Subject Matter Expert (SME) to provide higher level troubleshooting for IT related issues impacting MDA systems specific to MIT
• Ensure TO specific software requests are tracked and installed as requested by the supported customer base
• Work with EIT and MIT CSAs to develop alternate solutions to break/fix issues as required
• Coordinate with CSA Team Lead and Service Desk Leads to maintain MIT CSA Knowledge Repository
• Manage and execute testing requirements on new hardware/software to ensure functionality with MIT and MDA environments
• Oversee CSA Remedy queue management; including stale ticket follow-up, ticket distribution, and Remedy queue quality control checks
• Other duties as assigned

Requirements
Education/Training:

• Bachelor's Degree in Computer Science, Information Technology, or other relevant discipline preferred
• Current DoD approved 8570 Level II certification such as Security+ CE required

Experience:

• 5+ years of directly relatable experience in IT positions
• Missile Defense Agency or Department of Defense experience preferred
• Experience with DoD and DISA Information Assurance programs preferred
• Experience with Virtual Desktop Environment Support preferred
• Experience with storage appliances configuration preferred
• Experience using the Remedy software action request system preferred
• Experience with Microsoft Endpoint Configuration Manager (MECM) preferred
• Experience with audio visual systems preferred

Security:

• Must be a US citizen

• Candidate must be in possession of a minimum DoD issued Secret Clearance

Physical Requirements:

• Able to occasionally reach with hands and arms
• Prolonged periods of computer screen use, while sitting or standing at a desk
• Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.)
• Able to safely lift and carry up to 20 pounds at a time

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources

Salary: $95,000 - 110,000
Salary rates for this position are competitive and commensurate with experience and industry standards. We offer a comprehensive benefits package that may include health insurance, paid time off, and retirement savings options.

Keywords:

Client Support, Technical Lead, IT Systems Management, Service Desk, Break/Fix, Remedy Software, DoD IT Support, Training and Documentation, System Modernization, Troubleshooting

Job Tags

Full time, Temporary work,

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