Regional Offices IT Technical Lead
About The Position
The Regional IT Services Technical Lead serves as the senior engineering escalator and primary technical authority for distributed tier-level operations within a designated USPTO geographic region. Under the End User Support Operations Support (EUSOS) contract, this individual acts as the "Tier 3" anchor for the region, diagnosing complex, systemic, or highly elusive hardware, software, and network anomalies that block the productivity of regional office staff and home-based patent and trademark examiners. The ideal candidate pairs elite, hands-on enterprise systems troubleshooting with a natural capacity for technical mentorship, root-cause analysis, and close cross-functional collaboration with centralized engineering teams.
Requirements
- Minimum of 6–8 years of deep, progressive experience in enterprise desktop engineering, systems administration, or advanced end-user technical support
- Proven track record acting as a senior technical lead or tier-3 escalation engineer
- Advanced master-level configuration and diagnostic knowledge of enterprise client operating systems (Windows 10/11, macOS) and the Microsoft 365 enterprise application ecosystem
- Strong diagnostic grasp of enterprise networking architecture: TCP/IP, routing, DNS, DHCP, VLAN tagging for AV/VTC systems, and secure dual-factor VPN authentication
- Experience deploying, analyzing, and troubleshooting endpoint management policies, security patches, and software delivery mechanisms
- Expert mastery of enterprise ticketing system workflows, hardware asset management databases, and building collaborative engineering spaces in Microsoft SharePoint or Microsoft Loop
Responsibilities
- Act as the absolute technical escalation point for regional technicians. Resolve highly complex, interlocking IT issues involving Windows/macOS endpoints, secure virtual private networks (VPNs), virtualization layers, and enterprise application conflicts
- Lead technical investigations into recurring regional incidents or systemic failures (e.g., localized patch failure trends, regional network dropouts). Identify the root cause and engineer permanent workarounds or fixes
- Provide flawless, elite technical interventions for regional executives, administrative judges, and VIP site visitors during mission-critical operational failures
- Partner directly with the centralized Network Operations and cybersecurity teams to isolate regional bandwidth chokepoints, verify physical cabling integrity, and troubleshoot secure local network switches or firewalls
- Support the regional VTC & Collaboration Support footprint, diagnosing deep hardware/software compatibility issues within integrated multimedia conference rooms, Cisco Webex endpoints, and hybrid collaboration spaces
- Work closely with Warehouse Operations Support to review configuration baselines, validate hardware/software images prior to large-scale regional tech refreshes, and ensure proper asset tracking integration
- Actively mentor, coach, and elevate the technical capabilities of regional IT Technicians through peer reviews, side-by-side troubleshooting, and hands-on workshops
- Author, test, and refine technical Standard Operating Procedures (SOPs) and deployment scripts. Maintain the regional engineering documentation library within Microsoft SharePoint
- Other duties as assigned
Benefits
- NCC provides reasonable accommodations to qualified individuals with disabilities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
