Primary Responsibilities

The Desktop Services Lead will support a contract by managing personnel, engaging with customers, assessing program performance, and identifying internal customer issues, among other responsibilities. Primary task/responsibilities include but are not limited to:

Install, administer, and maintain Windows servers, workstations, laptops, and basic cabling as part of the overall systems architecture across multiple networks and locations
Administer Windows, Linux, Citrix, Office, and communication applications services.
Provide support for implementation, troubleshooting and maintenance of systems.
Manage IT system and any processes related to these systems
Manage day‐to‐day IT operations , including updates, work orders, incident requests; manage personnel and their operational and project-related workloads.
Provide Tier 3 and Tier 4 problem identification, diagnosis and resolution of problem.
Provide support for the escalation and communication of status to agency management and internal customers and clearly communicate technical information to both technical and non-technical personnel.
Provide support for the dispatch system and hardware problems and remains involved in the resolution process.
Isolate and resolve hardware and software problems involving the applications, the operating system, the communications or any combination thereof.
Troubleshoot, maintain integrity and configure network components along with implementing systems enhancements to improve reliability and performance.
Propose new technology, lead and manage special projects, develop project plans with customer input and manage project operations from customer provided requirements.
Document system configurations and standard operating procedures (SOPs).
Acts as first-level supervisor for employees. Provides guidance, assignments and/or direction to lower-level technicians and assists Service Desk technicians as needed with Tier I and Tier II troubleshooting.

Careers