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Form of workJob Description
Seeking to hire a senior level, skilled Lead IT Specialist (Tier III) to support Help Desk and IT Support Service requirements with one of our Federal customers in Washington, DC. The Lead IT Specialist will be responsible to independently diagnose, troubleshoot, and resolve end-user support requests and incidents in the following IT areas of support: Microsoft 365 support, to include managing enterprise assets with System Center Configuration Manager, Azure Automation, Intune for services such as software installation, product and system updates, and security in a Windows 10/11 and Mac devices ecosystem. Additionally, the candidate will support applications and programs; user accounts and access; print services and printer configuration; asset inventory and database management; desktop/laptop/tablet; mobility devices; telecommunications devices. This will include Mobile Device Management (MDM) such as tablets and smartphones as well as local computing equipment such as desktop computers and printers. The Help Desk Deputy Lead will function as part of a team, inclusive of customers, and must demonstrate sufficient written and communication skills to ensure success
Primary Job Duties:
- Responsible for solely supporting our Microsoft O365, Azure AD, Defender, and Endpoint Services and a complete administrative understanding of cloud-based solutions, hybrid O365 and on-premise solutions, and other small, hosted services.
- Perform Azure Active Directory and local Active Directory health checks and resolve synchronization issues
- Support a suite of Microsoft Office 365 E5 applications such as Word, Excel, PowerPoint, Outlook, OneNote, SharePoint, OneDrive, Microsoft Teams, Yammer, and Power BI on both Windows and Mac operating systems.
- Configure MS System Center Configuration Manager for operating system deployment and software distribution
- Administer, image, and troubleshoot Windows and Mac endpoints using Intune, Configuration Manager, and Endpoint Manager
- Configure and deploy mobile device policies and software through Mobile Device Management (MDM)/Intune baseline
- Troubleshoot and resolve escalated technical issues and helpdesk tickets.
- Organize, prioritize, and assist with daily technical support in organizations with different support requirements.
- Troubleshoot and solve common network issues and hardware/software issues using component-level physical and logical diagnostic tools.
- Ability to identify and work independently on special projects and lead helpdesk projects as assigned.
- Train and support lower-level technicians and new team members. Serve as a leader on the helpdesk team.
- Update and maintain SOPs and other documentation for procedures and processes; update assigned trouble tickets and equipment databases.
- Work with other technical teams to resolve large scale issues.
- Test new hardware and software systems and packages prior to deployment.
- Assist with managing the helpdesk ticket queue daily, creating, routing, and remedying tickets.
Must have the following:
- Public Trust or Clearable required
- At least two (2) years of experience providing Tier III Help Desk support.
Required Certifications:
- Must have one of the following certifications:
- HDI Desktop Advanced Support Technician
- CompTIA A+
- ITIL v4
- Must have one of the following certifications:
- Microsoft 365 Certified: Modern Desktop Administrator or at a minimum have passed exam:
- MD-100: Windows Client for Windows 10
- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Azure Security Engineer Associate
- Microsoft Certified: Power Platform Functional Consultant Associate
- Demonstrate strong customer service skills. Flexible work schedule to provide support as necessary.
- Microsoft 365 Certified: Modern Desktop Administrator or at a minimum have passed exam:
