Client Support Administrator Technical Lead

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 :

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.