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ActioNet, Inc Tier 2 Desktop Support Team Lead in Silver Spring, Maryland

ActioNet has an immediate opportunity for a Tier 2 Desktop Support Team Lead requiring a Public Trust Clearance located in Silver Spring, MD. Are you ready to join our great team? You would be responsible for providing in-person support for government staff including direct interaction with the government Executive leadership. You will be the SME for this geographically dispersed team of 19 performing desktop support functions in coordination with the Project Managers and the Infrastructure team.

The Tier II Desktop Support Lead will be part of a larger team of IT Customer Service professionals, engineers and managers who follow the ITIL framework. This role is responsible for providing support for approximately 2500 end users on a variety of issues. You are responsible for identifying, researching, and resolving technical problems. You are expected to respond to telephone calls, email, and walk-ins for customers’ requests concerning technical support in a timely manner. You are expected to document, track, and monitor the problem to ensure a timely resolution. Be familiar with standard concepts, practices, and procedures within the IT Customer Support field. This position includes working with service delivery metrics, Service Level Agreements (SLAs), and Service Level Objectives (SLOs) ensuring customer satisfaction while providing service and support for all customer service incidents and requests. Position on onsite. Must be available to attend the 8am daily Stand Up meeting. Core hours are 7am – 6pm Monday – Friday.

The ideal candidate will be a self-motivated leader who thinks proactively.

What is in it for you?

  • You will be stepping into an established IT support environment where you can leverage your expertise in Tier II – raising the bar in IT Service Delivery excellence.

  • You will be sought after as the Subject Matter Expert for this team where you can collaborate with System Engineers with innovative ideas.

  • You will be able to establish yourself as a strong leader to grow your skills in mentoring, contract management and achieve operational excellence

  • You will have to ability to train up as an IT Project Manager, acting as the Deputy PM during times of absence

Duties and Responsibilities

  • Serve as the Lead of the onsite Tier 2 team setting the bar high in performance, customer satisfaction and improving processes

  • Attend a daily 8am stand up meeting to review ticket status with management

  • Develop, create and submit status reports and presentations as requested

  • Perform Queue Management in parallel with the Tier 2 Manager, being aware of every ticket in the team's queue, making assignments, setting appts, meeting deadlines, and ensuring the ticket is closed to satisfaction

  • Assist the Tier 2 Manager in training and mentoring a staff of 19 to improve performance (SLAs), increase customer satisfaction and drive efficiencies

  • Partner with federal leadership to create a friendly, productive environment that promotes success

  • Monitor the Tier 2 queues at all times ensuring SLAs are met and quality practices are demonstrated by best ticket practices. Mentor staff who don’t meet requirements.

  • Respond to customer escalations in person and/or via email in a timely manner. Determine root causes and create corrective actions plans

  • Serve as a backup to the Tier 2 Manager during times of absence.

  • Be decisive and responsive to all customer requests, incidents, and requirements

  • Create Standard Operating Procedures (SOPs) and update existing SOPs for specialized technology support

  • Ability to multi-task projects and daily operations while providing regular status updates to management

  • Be involved in implementation of managed SCCM pushes, updates, and patches on systems

  • Provide technical guidance and collaborate with Tier 1 and Tier 3 to streamline services and support

  • Image, test, and deploy computers for new requests and break/fixes

  • Troubleshoot IT hardware and software issues to include laptops, desktops, tablets, mobile devices, printers, VPN issues

  • Perform Installs, Moves, Additions, and Changes (IMAC)

  • Provide IT support for remote customers using government-approved remote support tools

  • Possess a strong working knowledge of Service Now or equivalent ticketing systems

  • Perform account management in Active Directory and Mail Administration

  • Be knowledgeable with Microsoft Windows 10 Operating System, MS Office Applications, Adobe Products, Google Mail, and Google Applications

  • Document detailed notes in the ticketing system daily and provide customers with accurate and timely updates

  • Knowledge of McAfee ePolicy Orchestrator, SCCM, and computer imaging software

  • Remediate systems with identified vulnerabilities in coordination with the ISSO

  • Prioritize and execute tasks in a high-pressure and fast-paced environment

  • Manage and oversee project tasks supported by Tier 2, providing guidance, ensuring scheduling needs are met and providing status reports as needed

  • Maintain a high level of customer satisfaction and excellence at all times

  • Willingness to solve and close tickets during times of short staffing, surge support or to meet SLA’s

  • Must be a strong communicator in both oral and written with the ability to brief senior leadership

  • Demonstrate strong project management

  • Desire to achieve PMP Certification

Basic Qualifications

  • US Citizen required

  • At least 5+ years of Tier II onsite and remote support experience in a medium to large networked environment

  • 3+ years’ work experience in a leadership role in the IT support field

  • Familiarity with Windows OS imaging using Ghost/SCCM and other tools

  • Works independently and within the framework of a team with minimum assistance

  • Must have prior experience working as a contractor for a government agency

  • Must understand the art of providing excellent customer service at all times

  • Ability to motivate teams to achieve high performance levels

  • ITIL v3 certificate

Preferred Qualifications:

  • HDI, MCSE, MCP, A+ Security+ or Network+ certification

  • PMP certification or training

ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

ActioNet is an Equal Opportunity/Affirmative Action employer

All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. ActioNet’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.

The ActioNet Career Center is accessible to any and all users. If you would like to contact us regarding the accessibility of this portal or you need assistance completing the application process, please contact Jonathan Dobles, Technical Recruiter, at 703-204-0090 ext 195 or JDobles@ActioNet.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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