Tuknik Government Services
Desktop Support Lead
Tuknik Government Services, Boise, Idaho, United States, 83708
Tuknik Government Services , a Koniag Government Services company, is seeking an experienced
Desktop Support Lead
with a Public Trust Clearance to support
TGS
and our government customer in Boise, ID.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Position Overview: The Desktop Support Lead is responsible for providing Tier II desktop support services, serving as an expert in troubleshooting complex issues, and providing technical development and guidance for the Desktop Support Team. The Desktop Support Lead is also responsible for assisting the Program Manager in the day-to-day operations of the Desktop Support Team, focusing on incident management, request fulfillment, provisioning, maintenance, and break/fix management. Ensuring an effective and efficient IT support level is provided within the desktop support environment for resolving IT-related issues or problems. This position will confirm all SOPs for the Desktop Support Team are followed, and our customers are receiving resolutions to their issues in a timely fashion.
Essential Functions, Responsibilities & Duties may include, but are not limited to: The candidate shall lead the team of Desktop Support technicians to resolve onsite and remote tickets in accordance with the Service Level Agreements (SLA).
Team Lead Duties: Desktop Support Team performance management and evaluation. Performance Metric Reporting and assist in the development of monthly status reports. Oversee hardware and software deployment projects assigned to the Desktop Support team. Assist in training and mentoring staff to improve performance, increase customer satisfaction, and drive efficiencies. Provide technical guidance and collaborate with Tier 3 to streamline services and support. Serve as the escalation person for complex issues for the desktop support team. Document detailed notes in the ticketing system and provide accurate and timely customer updates. Serve as a senior technician of the desktop support team setting the bar high in performance, customer satisfaction, and improving processes. Partner with leadership to create a friendly, productive environment that promotes success. Monitor desktop queues ensuring SLAs are met, and best ticket practices demonstrate quality practices. Mentor staff who do not meet requirements. Respond to customer escalations in person and/or via email in a timely manner. Desktop Support services include, but are not limited to:
Desktop troubleshooting, installing software and Hardware from network images, vendor sites, and DFS paths. Support the current Windows operating system as implemented; Support Mac; Support IOS and Android mobile devices; troubleshoot network and standalone printer issues. Resolve routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components. Provide technical assistance and solutions to customers as well as other IT staff or contractors. Collect specific and detailed information from reference sources, software utilities, or customers. Perform basic troubleshooting of networks, web pages, workstations, computers, and mobile devices under direction of more senior IT staff. Create IT Training sessions, presentations, documentation, and instructions to share with other IT support teams upon approval. Communicate and coordinate IT support activities between the National Interagency Fire Center (NIFC) executives, National, and local offices. Asset management including wiping, excessing equipment, and tracking, before property review. Resolve tickets within SLA timeframes. Utilize only BLM approved remote support tools such as Beyond Trust/Bomgar, Remote Assist Launcher, Microsoft Remote Desktop to provide remote customer support Utilize the Help Desk ticketing system to document all work, progress, and resolutions. Supply continual status updates within the Remedy ticket worklogs, follow-up with customers to ensure customer satisfaction before closing each ticket, and ensure tickets are closed promptly when issues are resolved. Supplement its existing processes if necessary, utilizing BLM's Remedy ITSM ticket system to collect, manage, estimate, prioritize, release, and close out work activities associated with performance of work under this task order. When the service provider receives inbound requests, they shall document all required customer and description information in the ticket system. Work on all tickets based on established priority level assigned. Work Experience, Knowledge, Skills & Abilities:
Bachelor's Degree 2+ years of experience leading technical teams 5+ years of experience in Information Technology role
Working Environment & Conditions This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352
Desktop Support Lead
with a Public Trust Clearance to support
TGS
and our government customer in Boise, ID.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Position Overview: The Desktop Support Lead is responsible for providing Tier II desktop support services, serving as an expert in troubleshooting complex issues, and providing technical development and guidance for the Desktop Support Team. The Desktop Support Lead is also responsible for assisting the Program Manager in the day-to-day operations of the Desktop Support Team, focusing on incident management, request fulfillment, provisioning, maintenance, and break/fix management. Ensuring an effective and efficient IT support level is provided within the desktop support environment for resolving IT-related issues or problems. This position will confirm all SOPs for the Desktop Support Team are followed, and our customers are receiving resolutions to their issues in a timely fashion.
Essential Functions, Responsibilities & Duties may include, but are not limited to: The candidate shall lead the team of Desktop Support technicians to resolve onsite and remote tickets in accordance with the Service Level Agreements (SLA).
Team Lead Duties: Desktop Support Team performance management and evaluation. Performance Metric Reporting and assist in the development of monthly status reports. Oversee hardware and software deployment projects assigned to the Desktop Support team. Assist in training and mentoring staff to improve performance, increase customer satisfaction, and drive efficiencies. Provide technical guidance and collaborate with Tier 3 to streamline services and support. Serve as the escalation person for complex issues for the desktop support team. Document detailed notes in the ticketing system and provide accurate and timely customer updates. Serve as a senior technician of the desktop support team setting the bar high in performance, customer satisfaction, and improving processes. Partner with leadership to create a friendly, productive environment that promotes success. Monitor desktop queues ensuring SLAs are met, and best ticket practices demonstrate quality practices. Mentor staff who do not meet requirements. Respond to customer escalations in person and/or via email in a timely manner. Desktop Support services include, but are not limited to:
Desktop troubleshooting, installing software and Hardware from network images, vendor sites, and DFS paths. Support the current Windows operating system as implemented; Support Mac; Support IOS and Android mobile devices; troubleshoot network and standalone printer issues. Resolve routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components. Provide technical assistance and solutions to customers as well as other IT staff or contractors. Collect specific and detailed information from reference sources, software utilities, or customers. Perform basic troubleshooting of networks, web pages, workstations, computers, and mobile devices under direction of more senior IT staff. Create IT Training sessions, presentations, documentation, and instructions to share with other IT support teams upon approval. Communicate and coordinate IT support activities between the National Interagency Fire Center (NIFC) executives, National, and local offices. Asset management including wiping, excessing equipment, and tracking, before property review. Resolve tickets within SLA timeframes. Utilize only BLM approved remote support tools such as Beyond Trust/Bomgar, Remote Assist Launcher, Microsoft Remote Desktop to provide remote customer support Utilize the Help Desk ticketing system to document all work, progress, and resolutions. Supply continual status updates within the Remedy ticket worklogs, follow-up with customers to ensure customer satisfaction before closing each ticket, and ensure tickets are closed promptly when issues are resolved. Supplement its existing processes if necessary, utilizing BLM's Remedy ITSM ticket system to collect, manage, estimate, prioritize, release, and close out work activities associated with performance of work under this task order. When the service provider receives inbound requests, they shall document all required customer and description information in the ticket system. Work on all tickets based on established priority level assigned. Work Experience, Knowledge, Skills & Abilities:
Bachelor's Degree 2+ years of experience leading technical teams 5+ years of experience in Information Technology role
Working Environment & Conditions This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress. The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
Our Equal Employment Opportunity Policy The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender, or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment. The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com EOE Minorities/Female/Protected Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352