Deskside Support Technician Lead

SAIC is currently seeking a motivated, career and customer service-oriented Lead Desktop Support Technician to support a project with the Federal Energy Regulatory Commission (FERC).

The Lead Desktop Support Technician Lead will supervise a team of Desktop Support Technicians requiring a high level of customer service and technical proficiency to more than 1,800 users, both on-site and at regional offices. The Lead Desktop Support Technician will be responsible for managing and delivering professional, high quality services directly to the customer, providing both remote and in-person support. The candidate must have strong communication skills, be capable of reporting to all levels of management and attend meetings to present information when required.

Primary Responsibilities Include:

• Provide support to Desktop Support Technicians who are diagnosing, troubleshooting, and supporting user issues.
• Coordinate customer and support issues to ensure timely distribution of knowledge and productivity and positive impact on customer satisfaction.
• Monitor intake of incidents and route to desktop technicians. Assign incidents based on skills and work capacity.
• Recommends systems modifications to reduce user problems. Possesses and applies expertise across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others.
• Manages inventory of all desktop equipment, whether consumables or items tracked in the Asset Management database.
• Hardware Asset Support (Non-Mobile Devices) for additional Hardware requirements. Troubleshoots and resolves escalated Incidents and Service Requests; document new or frequently exercised resolution strategies in a Knowledge Based articles and send to Tier I for upload to the KBA repository. Configure, install and troubleshoot FERC approved software including operating system (OS). Deploy and support FERC standard workstation images and approved software. Manually install and upgrade desktop software for individual instances/users as needed.
• Timely follow up with customers to ensure problems are resolved successfully and satisfactorily.
• Strong ability to provide creative solutions to customer problems.
• Troubleshoot user workstation configuration issues. Monitor usage of licensed software to ensure that FERC has the appropriate amount and type of licenses. Provide round-the-clock, on-call services as needed to resolve VIP incidents escalated to Tier II occurring outside of Standard Business Hours. Assist Users with COTS IT Software questions and concerns. Where needed, escalate for resolution with higher Tiers support.
• Resolve technical problems and answer queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists.
• Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.

Other duties as assigned.

Required:

• Bachelor’s degree in a related field, 7 years of specialized experience in lieu of degree may be accepted.
• HDI Desktop Advanced Support Technicians (DAST) certification
• Experience managing teams and distributing workload, preferably within the Federal Government.
• In-depth Desktop Support (Preferably on a Federal Contract).
• Significant Experience supporting Windows 10, O365 products, Active Directory and MDM solutions.
• Experience installing and troubleshooting Apple products ranging from MAC OS X, iPhones, iPads, and hardware.
• Previous experience using ITSM tools for ticket tracking.
• Ability to travel up to 10%.
• Ability to share On-Call Rotations.
• Must be a U.S. Citizen.
• Must be able to obtain a Public Trust.

Desired:

• Dell technician certification.