Service Center Technician IV Lead

Chenega Corporation•Albuquerque, NM

About The Position

Service Center Technician IV Lead Albuquerque, NM Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! At Cyberstar, we aim to analyze and boost human and business performance through the implementation of business process redesign and information technology (IT) modernization to include data analytics and cloud computing. We offer an alternate solution to improving the quality and effectiveness of business operations. In an ever-changing economy, Cyberstar helps companies better read and understand their market data through the synchronization of process innovation, human dynamics, analysis, and the integration of data technology capabilities, to ensure functional optimization in their business. The Service Center Technician IV Lead handles the most complex IT technical support requests for the DOI/IA user base and leads the other Service Center Technicians in the direction of providing the utmost support.

Requirements

Associate’s degree (bachelor’s degree preferred) or Certificates from a technical training institute
5+ years of computer support experience.
5+ years of specialized experience, including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking, and mail standards.
Background check with the ability to obtain a Public Trust
Knowledge, Skills, and Abilities:
Experience using Beyond Trust (Remote Desktop Tool)
Experience using Remedy ITSM
Ability to provide 24/7 on-call support for events requiring an immediate and emergency response
Familiar with standalone and network computers and associated peripheral devices.
Knowledge of computer hardware, peripherals, and software configuration.
Ability to effectively communicate orally and in writing and to have a positive customer service attitude
Ability to travel as needed

Responsibilities

Manage and document customer support issues, remediation, and customer satisfaction using a structured system for task resolution.
Independently analyze and resolve operational issues for the technical support center
Assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians who are working on task resolution.
Provide reports for technical support activity, property accountability, lead meetings, and event schedules.
Receive and respond to customer telephone calls concerning general inquiries, “How To” assistance, or specific problems regarding any OIT function defined within the performance work statement
Accept and process all customer Incident, Problem, and Change Tickets.
Assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software, including commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues
Continuously take proactive steps to reduce ticket escalations by adapting to new trends and changes to customer support requirements
Keep the customer informed during the troubleshooting and resolution period until the ticket is closed
Review and monitor all network status messaging systems and software in place to determine the current system and network status
Maintain an awareness of all reported issues that can potentially affect DOI/IA services. Notification systems/software will include Service Center Ticket System, voicemail, email status reports, intranet, and other means of customer notification
Other duties as assigned