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Client Support Administrator Technical Lead

Client Support Administrator Technical Lead

KIHOMACColorado Springs, CO, US
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Job Description

Job Description

  • 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.

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