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7 hours ago
This position plays a critical role in the success of our organization, serving as a leader and technical expert within the Automation Support Department (ASD).
- The ideal candidate will have a deep understanding of information systems products/services, enabling them to provide guidance on technical software, hardware, and network problem resolution.
The Systems Support Specialist Lead will oversee and support personnel of the ASD, consisting of Site Technicians, Help Desk, ADPE, and small appliance repair personnel. Key responsibilities include:
- Providing quality Help Desk support to users with non-secure internet protocol routing network (NIPRNET or NIPR), SIPRNET, stand-alone AIS, or communications systems issues.
- Utilizing the work order system to initiate, update, and track all user-generated work orders.
- Serving as a single point of contact for user status inquiry and liaison within the organization for information systems problem management.
- Leading and supporting all personnel of the ASD.
- Escalating and monitoring complex technical issues using the Remedy Ticket System, email, or telephone.
- Guiding junior personnel on technical issues regarding software, hardware, and network problem solutions.
- Supporting analysis, design, testing, and implementation of systems and networks.
- Ensuring application of Information Assurance practices and procedures within the computing environment.
- Performing other duties as assigned.
To be successful in this role, candidates should possess:
- A minimum of five years of related experience, with strong Help Desk support operations experience.
- Demonstrated ability to troubleshoot systems hardware and software issues to full resolution.
- Prior satisfactory job performance.
- Strong customer service experience.
- Proven ability to build relationships with all levels of the organization.
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