Responsible for handling higher level technical issues and point person for technical escalation for complex hardware, software and network related problems. Provides training and guidance to less experienced help desk personnel.
Under general supervision, responsible for providing second level telephone support to end-user community on hardware, software and network related problems, questions and/or issues. Troubleshoots determine problems for operating systems, applications and remote access, email and telephone and wireless issues.
Responsible for the direction of the Help Desk overseeing the management of phone and in-person support to users in the areas of e-mail, directories, standard desktop applications, and applications developed or deployed for the client.
Provide an onsite Technical Lead (TL) / Service Desk Manager function that shall be the single point of contact responsible for the technical, contractual, and personnel management of all work of this contract.
The System Administrator for the Security Cooperation Enterprise Solution (SCES) Program will be responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.
Manages a team of support personnel who troubleshoot IT issues for 1500 EOIR users; implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.