Area Technical Lead

Overview

Inserso is seeking Area Technical Leads to provide support to our DHS customers worldwide. This position provides onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud and other IT services, as requested.

The Area Technical Lead is the lead Systems Engineer that reports to a Contractor Team Lead and provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end-users in a Service Desk supported Tier II environment. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision.

A certain degree of creativity and latitude is required.

• Serves as a designated lead to other systems engineers to include project/task delegation, monitoring work quality and providing technical direction.
• Supports technical escalations and facilitates technical training and mentoring for new employees.
• Acts as senior technical point of contact and overall go-to person for assigned key customer(s).
• Prepares and submits monthly, weekly, daily, and ad hoc IT service-related reports and/or data calls.
• Leads team and project meetings with other engineers, external support groups and client IT management.
• Coordinate and provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units.
• Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors.
• Provide support of mobile and wireless devices to include smartphones, tablets, and hotspots.
• Assist in testing, applying, and maintaining server configurations and related security patches.
• Assist in maintaining and checking the health of systems and backups to include restore testing.
• Monitors ITSM (Service Now) assignment groups and applies troubleshooting needed to resolve tickets.
• Update tickets following documentation templates and/or guidelines to ensure quality requirements are met.
• Provide daily, weekly and monthly activity reports describing activities accomplished in a timely manner.
• Provide inventory support and input to the provided inventory system for the customer.
• Responsible for installing and maintaining VTC infrastructure to include assisting with user requests.
• Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events.
• Conduct or provide new equipment deployments and/or requested deployment support.
• Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets.
• Analyzes functional business requirements and design specifications for functional activities.
• Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer's needs are met.
• Should provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design, and new construction of next generation IT systems.
• Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products.
• Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.

• Review and approval of Timesheets, Expense Reports and Travel Requests.
• Assists in hiring process with technical interviewing and issuance of staffing recommendations.
• Serves as escalation POC for Government IT Managers.
• Provides evaluation, training, coaching and mentorship of system engineers.
• Fulfills routine and ad-hoc technical and service-related reporting requests.

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Associate Degree or equivalent experience.
• 8 years of IT-related support experience, preferably through progressive technical roles.
• 3 years' experience providing technical enterprise support within a large, complex organization, dealing with a wide range of users, systems, and networks.
• 1+ year experience in a lead technical role or supervisory position supporting a group of 5 or more.
• Attention to detail and follow-through.
• Ability to work with minimal supervision.
• Experience evaluating system performance results and recommending improvements or optimizations.
• Experience functioning as a technical expert across multiple project assignments.
• Must pass Motor Vehicle Records check as this position is classified as a "Regular Driver" and…