End User Support Manager in Arlington, VA

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Technical Services   •  

5 - 7 years

Posted 8 weeks ago

We are looking for candidates to help deliver full lifecycle development and sustainment for the Department of Homeland Security's (DHS) National Cybersecurity Protection System (NCPS). The NCPS assists more than 100 federal civilian government agencies with the protection of their networks against advanced cyber threats. Under this contract, you will support the government in the design, development, operations and maintenance services for the NCPS. Together we will build the mission critical cybersecurity solutions that will enable the timely dissemination of threat warnings and improve information sharing across DHS's stakeholder community.

This End User Support Manager will provide quality and professional support to office and field-based users. This position is responsible for receiving and responding to issues assigned via the support request ticketing system. This position will also deploy and troubleshoot desktops, laptops, operating systems, and applications supported by the Information Technology Team.

•Managing information technology staff by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling employees; initiating, coordinating, and enforcing systems, policies, and procedures.

•Selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.

•Maintaining the organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.

Minimum Requirements

  • Six (6) or more years of Systems Administration/Engineering experience with a Bachelor's degree in Information Technology, Computer Science, Computer Information Systems, or related degree OR Master's degree with 4 years of related experience.
  • Professional experience may be considered in lieu of a degree.
  • A current Top Secret clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment.
  • 6+ years related experience supporting Tier 2 Helpdesk services
  • Experience with Windows OS (Win 7 – Win10)
  • Experience with Microsoft Exchange 2010 and Microsoft Office 2010 applications
  • Good working knowledge of network technologies
  • Well verse in Active Directory on creating accounts, joining computers to the domain, creating printer's queues, creating Exchange mailboxes, distribution lists, security groups, and external contacts
  • Familiar with identifying and resolving basic network issues pertaining to computer connectivity on the network
  • Hands-on troubleshooting experience within a LAN/WAN environment
  • Good interpersonal skills to interact with customers and team members
  • Good communication skills to work effectively with team members, support personnel, and clients
  • Ability to work as part of team or independently
  • Desired Skills:

Preferred Skills

  • Experience working with Altiris and/or HP Openview