Client Support Administrator Technical Lead

Client Support Administrator Technical Lead

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

Experience

Security

Physical Requirements

Benefits

Salary : $95,000 - 110,000.

J-18808-Ljbffr