IT Support specialist Lead

On behalf of our client, we are looking for an IT support specialist who will be responsible for overseeing and providing end-user technical support to the USGS user community. End-User Technical Support includes desktop support services that cannot be resolved remotely by Tier I Technical Support and have been dispatched to higher-level support.

• Lead a team of Tier 2 staff and provide hands-on support to improve customer experience.
• Create SOPs for standard support services and ensure the team is trained on the SOPs.
• Provide customer technical assistance at the desktop on hardware and software for the USGS user community.
• Configure, test, and install printers, scanners, network copier/printers.
• Install and manage desktop and laptop operating systems, including up to Windows 10 Professional, Apple OS Catalina.
• Provide mobile support for iOS devices (iPhone, iPad) and Android devices.
• Install, upgrade, and maintain application software for all USGS equipment in accordance with SOPs.
• Work with various authentication types (ODBC), registry, scripting, and desktop automation (command line, Terminal shell, Power Shell, etc.) and other related core system files.
• Ensure that the latest virus scanning software versions and updates are installed and running on all USGS PCs and laptops.
• Create baseline computer images and manage changes to the baseline images.
• Deploy software via Active Directory Group Policy Object (GPO), scripting, SCCM, IBM Endpoint Manager (IEM), or other tools.
• Apply the latest approved BIOS and patches to PCs and laptops.
• Perform remediation procedures in response to security vulnerability reports.
• Handle print and file server configuration changes.
• Maintain file share structure and permissions for end-user data.

• Public trust required.
• Requires a bachelor’s degree or at least four years of related experience, or an equivalent combination of education and/or experience.
• Knowledge of the principles and techniques of supervision, personnel development, administration, and resource management.
• Thorough knowledge of Windows operating systems up to Windows 10.
• Thorough working knowledge of Microsoft Office Suite(s) including Office
  365 client and Office
  365 for Mac.
• Strong working knowledge of mobile devices and services associated with Apple iPads, iPhones, and Android.
• Customer service mastery and problem-solving skills, with the ability to provide diligent, prompt, and courteous responses to customer questions or PC issues.
• Excellent documentation, collaboration, and communication skills, both written and verbal.

McLean Intelligent Workforce