Vacancy expired!
ECS is seeking an
End-User Support Specialists III (Tech Lead) to work in our Albuquerque, NM office. Job Description: ECS is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services, and timely delivery. ECS is ISO 9001, 20000-1, 27001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018, 2019 and 2020. ECS is currently seeking 18 Level III End-User Support Specialists to support an IT Managed Services program for the Department of Energy. The overall program includes a 500+ work force performing Enterprise IT support, Service Desk, and Telecommunications support across multiple facilities and locations.- Provide Basic Field (Win/Mac/Mob/CSU) support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks.
- Provide support in responding to system user requests for assistance.
- Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.
- Provide support to install and provide basic support for approved PC software.
- Perform upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed and assist in resolving any operations problems.
- Support the agency Local Area Network (LAN) Administrator with server maintenance and administration.
- Specialized Linux/Classified Review computer systems in terms of machine capabilities and man-machine interface. Prepare reports and studies concerning hardware.
- Prepare functional requirements and specifications for hardware acquisitions.
- Ensure that problems have been properly identified and solutions will satisfy the user's requirements.
- Apply technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems.
- Analyze performance statistics to support tuning, automation, and optimization activities
- establishes, composes, and maintains security, capacity, and business continuity controls and documentation.
- Interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction.
- Collects, defines, and organizes detailed user requirements.
- Defines, plans and deliverables for assigned projects.
- Understands and complies with project budgets.
- Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions.
- Recommends training plans; and leads continuous improvement activities.
- Supervise over six IT employees.
- Dispatch and assign trouble tickets to appropriate individual after triaging the data within the ticket and passing to appropriate expert to assist customer with resolving issue.
- Perform advanced troubleshooting techniques using and administering from a set of End User tools, processes, and scripts.
- Schedule, manage work orders, set completion deadlines, apply resource leveling techniques, and manage/maintain continuous evaluation of backlogged tickets.
- As appropriate, manage escalation of issue to proper authority.
- Must be a U.S. Citizen.
- Must have an associate degree and at least four years of experience relative to the requirements.
- Ability to be cleared at the TOP SECRET (TS) or DOE Q/L level and the ability to maintain clearance throughout the life of the contract.
- Active Clearance at the TS or DOE L level a plus.
- Require general knowledge of network products including, but not limited to, Novell, CISCO, and UNIX
- Provide support in responding to system user requests for assistance.
- Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.
- Provide support to install and provide basic support for approved PC software.
- Perform upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed and assist in resolving any operations problems.
- Support the agency Local Area Network (LAN) Administrator with server maintenance and administration.
- Require general knowledge of network products including, but not limited to, Novell, CISCO, and UNIX.
- Level III
- Applies technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems.
- Analyzes performance statistics to support tuning, automation, and optimization activities.
- Establishes, composes, and maintains security, capacity, and business continuity controls and documentation.
- Interacts with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction.
- Collects, defines, and organizes detailed user requirements.
- Defines, plans and deliverables for assigned projects.
- Understands and complies with project budgets.
- Conceptualizes, constructs, tests, implements, and/or operates integrated infrastructure solutions.
- Recommends training plans and leads continuous improvement activities.
Vacancy expired!