IT Support Lead

SUMMARY

Provide expert-level technical direction and guidance to IT support staff, assigning daily tasks and complex technical work based on operational priorities and staff capabilities. Serve as the primary escalation point for the most complex technical issues, applying advanced analytical and problem-solving methodologies to resolve incidents that exceed the capabilities of other IT staff.

• Oversee the end-to-end lifecycle of user-facing technology, including provisioning, configuration, troubleshooting, and asset management for desktop computers, mobile devices, teleconferencing equipment, and peripherals.
• Manage inventory of all technical assets, coordinate with external vendors for procurement and support, and plan and execute equipment refresh cycles to ensure operational readiness.
• Manage IT support projects independently, including planning, execution, oversight, and closeout services.
• Act as a primary liaison with government and prime contractor personnel, communicating project status, managing expectations, and allocating resources to meet strategic objectives.
• Demonstrate mastery of advanced IT principles, concepts, and practices related to enterprise hardware and software.
• Apply expert knowledge of analytical and problem-solving methodologies to diagnose and resolve complex incidents.
• Provide technical leadership and resource allocation, assign tasks based on priority and capabilities, and manage operational needs.
• Utilize comprehensive project management principles and practices to manage IT projects with a high degree of independence.
• Engage stakeholders and communicate effectively to manage expectations and project status.
• Develop project plans, deadlines, and priorities in consultation with leadership.
• Independently plan and carry out assignments, provide technical direction, resolve complex technical problems, and coordinate the work of others.
• Use considerable judgment and ingenuity to interpret and adapt guidelines for specific situations, resolve novel technical problems, and manage IT projects.
• Lead IT support staff, manage the full lifecycle of IT assets, and serve as the primary escalation point for complex technical issues.
• Report to leadership, act as a primary liaison with government and prime contractor personnel, and manage IT projects and resources to meet strategic objectives.
• Directly impact operational readiness and mission accomplishment by ensuring reliable and efficient technology for all personnel.
• Maintain regular and punctual attendance.
• Perform other duties as assigned.

None.

• BS/BA or advanced degree in Computer Science, Information Technology, Information Systems, or a closely related technical field, and at least five (5) years of experience in Information Technology, including a minimum of three (3) years providing technical support in DOE or other government agency environments; or
• In lieu of a degree, at least ten (10) years of experience in Information Technology, including a minimum of three (3) years providing technical support in DOE or other government agency environments.
• U.S. citizenship required.
• Must obtain and maintain any necessary security access and/or background checks.

• Experience with Cloud Services to include Microsoft Azure and Amazon Web Services (Resource Manager, VMs, Virtual Networks, Storage Accounts).
• Windows-based infrastructure experience and background.
• Strong Power Shell scripting background.
• Endpoint and Mobile Device Management (MDM) knowledge of managing, securing, and provisioning enterprise endpoints and mobile devices.
• AD User management and security aspects.
• General server management (backup, patching, security).
• Excellent communication and knowledge transfer skills.
• Ability to independently perform multiple tasks with dynamic priorities.

The selected candidate must successfully complete and maintain required training and certifications, as applicable, including:

• Annual DOE Cyber Security Awareness Training;
• DOE Cyber Security Privileged User Training and execution of Rules of Behavior;
• Controlled Unclassified Information (CUI) Training;
• Safeguarding Personally Identifiable Information (PII) and Privacy Act Training;
• DOE Federal Records Management Training; and
• Facility Emergency and Hazard Identification Checklist (FEHIC) Training.

Training requirements are subject to change based on contractual, regulatory, security, and customer requirements.

Full-time. May be required to work additional hours as needed to complete assignment or project.

None.

None.

Work is primarily performed in a professional office setting, including the normal office equipment (e.g., computer, fax machines, copier) and with a wide variety of people in differing functions, personalities, and abilities.

Position requires prolonged periods of sitting and frequent use of a computer, including…