Site Support Engineer - Senior (Latham)
About The Position
GovCIO is hiring a Senior Site Support Engineer for an onsite position in Latham, New York. The role leads IT support at the site level, resolving escalated tickets and critical system issues while ensuring operational uptime and reliable IT services. It also provides leadership and mentorship to junior engineers and supports the implementation of IT best practices. The engineer provides IT field support and leadership across service request fulfillment and network and computer systems administration on multiple operating systems. Responsibilities include mobile device support, desk-side tasks, and deployment strategies, as well as support for TSA airport staff, regional management staff, and TSA executives. The position requires evaluating service performance, managing and documenting tickets, refining Knowledge Base articles through lessons learned, and driving service quality, system optimization, and process improvement. US citizenship is required to attain and maintain a DHS/TSA clearance.
Requirements
- High school education and 6 years of experience, or commensurate experience.
- 6 years of experience in IT support.
- Expert-level IT field support and leadership skills, including the ability to manage and direct complex service request fulfillment and network and computer systems administration across multiple operating systems.
- Advanced proficiency in mobile device support, intricate desk-side tasks, and deployment strategies.
- Ability to provide comprehensive IT support for TSA airport staff, regional management staff, and TSA executives.
- Leadership in evaluating service performance, managing and documenting tickets, ensuring high-quality resolution and system optimization, and recommending service-delivery changes.
- Skill in applying lessons learned to refine Knowledge Base articles for continuous process improvement.
- Exceptional interpersonal and communication skills, strategic thinking for technology assignments, advanced troubleshooting expertise, and strong leadership.
- US citizenship is required to attain and maintain a DHS/TSA clearance.
Responsibilities
- Lead IT support at the site level, handling escalated tickets and critical system issues.
- Mentor junior engineers and implement IT best practices.
- Ensure operational uptime and reliable IT services.
- Manage and direct complex service request fulfillment and network and computer systems administration across multiple operating systems.
- Provide mobile device support, desk-side support, and deployment services.
- Provide IT support for TSA airport staff, regional management staff, and TSA executives.
- Evaluate service performance; manage and document tickets; and ensure high-quality resolution and system optimization.
- Recommend significant changes to improve overall service delivery.
- Apply lessons learned to refine Knowledge Base articles and support continuous process improvement.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
