Client Support Administrator Technical Lead
KIHOMACColorado Springs, CO, US1 day ago
Job type
- Full-time
- Quick Apply
Job descriptionImplement 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
- 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
- Must be a US citizen
- Candidate must be in possession of a minimum DoD issued Secret Clearance
- 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
- 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
Experience :
Security :
Physical Requirements :
Benefits
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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Client Administrator • Colorado Springs, CO, US