Client Support Administrator (CSA) Technical Lead

Overview

Client Support Administrator (CSA) Technical Lead is a position with HX5 to support the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract at Schriever Space Force Base in Colorado Springs, CO.

Responsibilities

• Implement and maintain various enterprise and mission IT systems and serve 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. Identify and correct 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 communicate 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 using MIT requirements; assist in developing future needs by researching modernization solutions.
• Use Remedy, Power BI, and other metrics tools to monitor MIT IT baseline; report anomalies or new issues as needed.
• Provide higher level troubleshooting as a Subject Matter Expert (SME) for IT issues impacting MDA systems specific to MIT.
• Ensure TO specific software requests are tracked and installed as requested by the supported customer base.
• Collaborate 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.
• Responsible for MIT CSA Remedy queue management, including stale ticket follow-up, ticket distribution, and Remedy queue quality control checks.

Education and Experience

Desired Requirements

Salary Information

This position is expected to pay $95,000 - $110,000 annually; depending on experience, education, and any certifications that are directly related to the position.

Position Type / Hours

Full-time position requiring 40 hours per week with a flexible work schedule Monday through Friday during core business hours.

Other Position Requirements

Benefits

HX5, LLC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, age, national origin, ancestry, citizenship, disability, or veteran status. HX5, LLC is a Drug Free Workplace Employer.

ACCESSIBILITY NOTICE : If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, please call (850) 362-6551.

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