Requisition Number 19-2005
Title Desktop Support Technician III (Technical Lead)
City Herndon State VA

Description
The Desktop Support Technician, Level III (Technical Lead), acts as the knowledge owner for the Desktop Support group. In this role, the technician discovers and tracks all technical knowledge, and serves a point-of-contact and point-of-escalation for the help desk. Identifies and analyzes technology incidents and develops solutions to resolve.

• Leads internal projects for in-scope technology reviews, appraisals, upgrades
• Provides PC/Mac-related technical support by resolving hardware and advanced software issues through expertise in: MS Windows and Mac OS platforms; MS Office suite; TCP/IP, VPN, viruses/malware, printers and peripherals, managing system access, etc.;
• Uses imaging (PXE boot) and data backup technologies to deploy and install computers for new customers
• Uses remote control software (such as, ConnectWise Automate, TeamViewer, Skype for Business) to upgrade/troubleshoot customer computers
• Identifies, researches, resolves, and documents complex technical problems
• Advises customers of IT best practices and hardware and software care and maintenance
• Provides training and guidance for all Level I and Level II specialists and technicians
• Serves as a point of escalation for Desktop Support for Level II technicians
• Escalates and provide liaison support for warranty issues to the appropriate manufacturer;
• Ensures timely communication with customers, co-workers, and management.
• Provides Executive technology support
• Audio/Visual and videoconferencing end user support, and serves as company liaison to vendor specialists
• Works closely with the Helpdesk Manager to lead and help support staff to meet departmental IT SLA's
Requirements
• 2 years' experience in a technical IT help desk, OR
• 5 years' professional work experience

Certificates and Licenses: IT Certification completion preferred

OTHER REQUIRED QUALIFICATIONS:
• Experience writing documentation and knowledgebase articles
• Experiencing managing small projects and initiatives
• Experience troubleshooting complex computer hardware problems
• Experience manipulating computer bios and registry settings
• Hands-on hardware repairs (RAM; HDD/SSD; laptop displays, keyboards, trackpads, top/bottom cases, etc.)
• Excellent communication skills
• Proven problem-solving skills, analytical skills, and conceptual thinking skills
• Superb time management skills
• Proficient computer skills (Microsoft Word, Excel, PowerPoint, Outlook, Internet Browsers)
• Proficient in Windows and the Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, Access)
• Strong attention to detail
• Excellent communication skills, both written and verbal
• Excellent organizational and multi-tasking skills
• Ability to prioritize and meet deadlines
• Self-directed, able to work effectively with limited supervision
• Ability to work with a variety of people, excellent soft skills
• Flexibility to work outside of standard business hours
• Ability to pass required background check

DESIRED QUALIFICATIONS:
• Experience as a team lead
• Familiarity with Android and iOS mobile platforms
• Experience with VoIP systems
• Experience with ticketing systems such as ConnectWise Manage
• Experience in asset management
• Experience in a call center environment

• Please view Equal Employment Opportunity Posters provided by OFCCP here .