Client Support Administrator (CSA) Technical Lead IRES - SSFB

Client Support Administrator (CSA) Technical Lead IRES - SSFB at Jacobs summary :

The Client Support Administrator (CSA) Technical Lead at Schriever Space Force Base provides advanced technical support and leadership for IT systems supporting the Missile Defense Agency. Responsibilities include managing and training IT technicians, maintaining system documentation, troubleshooting, and coordinating IT service desk and break / fix operations. The role requires expertise with IT tools like Remedy and Power BI, and involves upholding security standards and ensuring mission-critical system functionality.

Position Title : Client Support Administrator (CSA) Technical Lead

Location : Schriever Space Force Base, Colorado Springs, CO

Relocation Assistance : None available at this time

Remote / Telework : NO - Not available for this position

Clearance Type : DoD Secret

Shift : Day shift

Travel Required : Up to 10% of the time

Description of Duties :

The MIT Client Support Administrator (CSA) Technical Lead supports the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract. The candidate will :

• 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.
• Using MIT requirements, establishes and maintains 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.
• Be 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.
• Responsible for MIT CSA Remedy queue management; including stale ticket follow-up, ticket distribution, and Remedy queue quality control checks.

Resumes, in month and year format, must be submitted with application in order to be considered for the position. The selected candidate may be assigned as an employee for one of our teammate companies.

Basic Requirements :

Desired Requirements :

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.

This position will be posted for a minimum of 3 days. If a candidate has not been selected at that time, it will continue to be posted until a suitable candidate is selected or the position is closed.

Our health and welfare benefits are designed to invest in you, and in the things that you care about. Your health. Your well-being. Your security. Your future. Typical benefits offered include flexible work schedules, educational reimbursement, retirement benefits (401K match), employee stock purchase plan, health benefits, tax saving options, disability benefits, life and accident insurance, voluntary benefits, paid time off and paid holidays, and parental leave.

Keywords :

Client support administration, IT systems management, Technical lead, Service desk, Troubleshooting, Remedy software, Power BI, DoD security clearance, Missile Defense Agency, IT training and documentation