Service Center Technician IV Lead

Overview

Service Center Technician IV Lead — Albuquerque, NM

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? This role focuses on handling the most complex IT technical support requests for the DOI/IA user base and leads other Service Center Technicians in providing the utmost support.

• 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.

• 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.

• 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.

At Chenega MIOS, our professional development plan focuses on helping team members at every level of their careers to identify and use their strengths to do their best work every day. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.