Empower AI: As the Deskside Support Technician (Lead), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be responsible for managing a team of highly qualified professionals and interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.

Highlights of Responsibilities:

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  Manage a team of Deskside Support Technicians providing technical support for system users.
• Create work schedules, update the front-end voicemail when necessary, complete the daily attendance and shift handoff reports, and provide ideas for improvement in daily operations of the client Service Center.
• Designs, analyzes, and maintains highly complex enterprise infrastructure environments
• Must also be able to assist with customer inquiries and have a working role on the team.
• Organize training session for staff on the usage of new software/ applications and hardware
• Carryout diagnosis and repair of network-related problems
• Bring up-to-date and preserve computer inventory and surplus equipment
• Make sure desktop computers interconnect seamlessly with various systems
• Preserve passwords, data integrity and file system security for the computing environment
• Vouch for and implement upgrades on systems to guarantee longevity
• Ascertain and repair hardware and network connectivity issues
• Support for technical upgrading and maintaining of entire desktop systems
• Assist in testing and deployment of new applications and systems
• Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
• Utilize ITIL best practices to enhance and optimize the services provided to end users
• Develop and provide regular Service Desk metrics reports
• Manage the implementation of an enterprise knowledge base and knowledge management best practices
• Coordinate with IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous service improvement initiatives and methods.
• Resolve customer issues effectively or escalate them to appropriate support tiers.
• Work with management in assessing staff performance/reviews/changes.
• Manage Service Desk resources for optimal performance.
• Assist in the professional and technical development of the team
• Meet customer requirements for Service Desk performance.

Requirements:

• Clearance Required: US Department of Defense (DOD) issued Secret clearance
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Ability to manage teams of technicians.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills.
• Ability to conduct research into PC and software issues and products as required.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Team-oriented and skilled in working within a collaborative environment.
• Required Experience: 6 or more years of professional experience supporting PC hardware and software systems.
• Required Education: Bachelor’s degree or equivalent, including consideration of vendor certification in the technology being applied such as Microsoft MCP or Novell CNE
• Certification: CompTIA Security+ AND HDI Desktop Support Manager or A+ related certifications relevant to personnel roles/responsibilities
• ITILv3 Foundation minimum certification preferred.

Physical Requirements:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Stoop, kneel, crouch, or crawl as required
• Repeatedly lift and carry weight up to 50 pounds