Service Center Technician IV Lead

Req ID: 39424

Summary

Service Center Technician IV Lead

Albuquerque, NM

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employers core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level!

At Cyberstar, we aim to analyze and boost human and business performance through the implementation of business process redesign and information technology (IT) modernization to include data analytics and cloud computing.

We offer an alternate solution to improving the quality and effectiveness of business operations. In an ever-changing economy, Cyberstar helps companies better read and understand their market data through the synchronization of process innovation, human dynamics, analysis, and the integration of data technology capabilities, to ensure functional optimization in their business.

The Service Center Technician IV Lead handles the most complex IT technical support requests for the DOI/IA user base and leads the other Service Center Technicians in the direction of providing the utmost support.

Responsibilities

• Manage and document customer support issues, remediation, and customer satisfaction using a structured system for task resolution.
• Independently analyze and resolve operational issues for the technical support center
• Assist the Federal Functional Lead in prioritizing tasks for the Service Center Technicians who are working on task resolution.
• Provide reports for technical support activity, property accountability, lead meetings, and event schedules.
• Receive and respond to customer telephone calls concerning general inquiries, How To assistance, or specific problems regarding any OIT function defined within the performance work statement
• Accept and process all customer Incident, Problem, and Change Tickets.
• Assist customers with incident determination and resolution of Microsoft Windows Enterprise network client/server hardware and software, including commercial and DOI/IA developed software, LAN and stand-alone peripherals, network connectivity, diagnosing print issues, and general customer procedural issues
• Continuously take proactive steps to reduce ticket escalations by adapting to new trends and changes to customer support requirements
• Keep the customer informed during the troubleshooting and resolution period until the ticket is closed
• Review and monitor all network status messaging systems and software in place to determine the current system and network status
• Maintain an awareness of all reported issues that can potentially affect DOI/IA services. Notification systems/software will include Service Center Ticket System, voicemail, email status reports, intranet, and other means of customer notification
• Other duties as assigned

Qualifications

• Associates degree (bachelors degree preferred) or Certificates from a technical training institute
• 5+ years of computer support experience.
• 5+ years of specialized experience, including Service Center support in a multi-server environment, comprehensive knowledge of PC operating systems (e.g., Windows), networking, and mail standards.
• Background check with the ability to obtain a Public Trust

Knowledge, Skills, and Abilities:

• Experience using Beyond Trust (Remote Desktop Tool)
• Experience using Remedy ITSM
• Ability to provide 24/7 on-call support for events requiring an immediate and emergency response
• Familiar with standalone and network computers and associated peripheral devices.
• Knowledge of computer hardware, peripherals, and software configuration.
• Ability to effectively communicate orally and in writing and to have a positive customer service attitude
• Ability to travel as needed

How youll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their careers to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOSs culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenegas impact on the world.

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Tips from your Talent Acquisition Team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

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#Cyberstar, LLC

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program