Client Support Administrator Technical Lead

KIHOMAC • Colorado Springs, CO

92d • $95,000 - $110,000

About The Position

The position involves implementing and maintaining various enterprise and mission IT systems while serving as an interface to the supported community users. The role requires providing guidance, direction, and training to other technicians in the group, as well as developing and implementing system documentation and operation procedures. The candidate will be responsible for maintaining visibility of Task Order (TO) specific break/fix (Service Desk) and sustainment efforts, coordinating resources as needed, and developing training standards for MIT CSA. The position also includes monitoring communication channels to ensure customer mission needs are met and serving as a technical expert in client support administration for MDA systems. Additionally, the candidate will establish and maintain an active baseline, research modernization solutions, and manage testing requirements on new hardware/software.

Requirements

• 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.

Responsibilities

• Implement and maintain various enterprise and mission IT systems.
• Serve 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.
• Identify and correct processing anomalies.
• Maintain visibility of Task Order (TO) specific break/fix (Service Desk) and sustainment efforts.
• Coordinate CSA resources for In and Out, Moves and Change (IMAC) team.
• Develop, implement, and sustain MIT CSA training standards.
• Monitor and respond to multiple communication channels for customer mission needs.
• Coordinate with MIT CSA Lead for communication of Enterprise IT outages.
• Serve as technical expert in client support administration for MDA systems.
• Establish and maintain an active baseline and research modernization solutions.
• Use Remedy, Power BI, and other metrics tools to monitor MIT IT baseline.
• Serve as a Subject Matter Expert (SME) for higher level troubleshooting.
• Ensure TO specific software requests are tracked and installed.
• Work with EIT and MIT CSAs to develop alternate solutions to break/fix issues.
• Coordinate with CSA Team Lead and Service Desk Leads for Knowledge Repository.
• Manage and execute testing requirements on new hardware/software.
• Oversee CSA Remedy queue management.
• Perform other duties as assigned.

Benefits

• 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

What This Job Offers

• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees