• Desktop Support Team Lead

    Posted Date 3 weeks ago(7/30/2018 1:29 PM)
    Job ID
    2018-3066
    # of Openings
    4
    Job Location(s)
    US-MD-Gaithersburg
    Category
    Information Technology
  • Overview

    Medical Science & Computing (MSC) is an exciting growth oriented company, dedicated to providing mission critical scientific and technical services to the Federal Government. We have a distinguished history of supporting the National Institutes of Health (NIH) and other government agencies. MSC offers a dynamic and upbeat work environment, excellent benefits and career growth opportunities.

     

    We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, Medical and Flexible Spending Accounts, Pre-Tax Transit Assistance and tuition reimbursement. If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!

     

    Duties & Responsibilities

    Medical Science & Computing is searching for a Desktop Support Team Lead to manage Service Desk Technician Teams in supporting common desktop hardware and software in accordance with ITIL-based processes at the National Institutes of Health.

     

    Primary Responsibilities:

    • Lead technician teams responsible for delivering distributed Tier I-II-III support for Windows, Mac, and Linux desktop machines and business software.
    • Manage IT support for end users and work with other groups as required to resolve incidents and fulfill requests within agreed upon service level agreements (SLAs).
    • Establish productive working relationships and maintain effective communication with the user community and government and contractor leads.
    • Ensure outstanding customer service both at desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Lync, and WebEx.
    • Identify evolving user requirements and problems; investigate options and recommend/advocate for solutions.

     

    • Implement and coordinate effective problem management strategies, tools, and procedures.
    • Install, configure, troubleshoot, and resolve incidents related to computer hardware, software (COTS, GOTS, custom), web sites, instrument controllers, VoIP equipment, and conference room equipment.
    • Ensure compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline (USGCB) and Secure One.
    • Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities, security violations, and incidents within designated time constraints.
    • Maintain appropriate levels of inventory for desktops, laptops, and peripherals.
    • Assist with systems administration, troubleshooting, and resolutions.

    Requirements

     

    Position Requirements:

    • Bachelor’s degree from an accredited institute in a relevant discipline (information systems, computer science or engineering, etc.)
    • Minimum of 5 years’ experience in technical user support for Windows, Mac, and/or Linux desktop platforms with at least 2 years with team leadership/supervisory responsibilities, coordinating coverage, allocating resources, and managing performance and service levels
    • ITIL v3 Foundation certification required
    • Technical certifications to demonstrate advanced level of skills/expertise such as those from organizations such as the Help Desk Institute (HDI), CompTIA, Microsoft, Apple, etc.
    • Experience with incident management, problem management, and request fulfillment using ServiceNow and/or other enterprise level ticketing systems
    • Experience with remote support tools (Bomgar, Cisco Jabber, Microsoft Skype for Business, WebEx, etc.)
    • Exceptional customer service skills
    • Comprehensive troubleshooting skills
    • Ability to effectively and confidently communicate – in writing and presentations – complex topics and procedures with team members and all levels of customer stakeholders
    • Experience in a scientific research and development (R&D) environment with demonstrated ability to analyze problems and propose multiple alternative solutions
    • Ability to meet all requirements for obtaining and maintaining a Public Trust Clearance

     

     

    Medical Science & Computing is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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