Washington District of Columbia 20024 United States
Seeking a Desktop Lead to support the operation of IT shared services for a large government agency. The Desktop Lead reports to Desktop Manager and is responsible for providing technical expertise to support the planning, testing, and troubleshooting of desktop hardware and software.
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Other Clearance
AA degree in related discipline.
Minimum 3 years' Desktop/Helpdesk experience with supervisory experience.
Technical expertise in Microsoft 365, commercial desktop tools, and networks to provide advanced assistance to the distributed team of desktop engineers.
Hands- on troubleshooting skills for complex and advanced end-user issues with hardware and software to achieve associated SLAs.
Knowledge of Virtual Desktop Infrastructure (VDI) implementations (e.g. Microsoft and VMware).
Knowledge of commercial service management system tools (e.g. BMC Remedy and ServiceNow) to ensure the accuracy of ticket updates from the desktop engineering team.
Ability to assist in defining core software image package specifications.
Ability to consult on desktop image test plans, perform hands-on testing, and ensure accuracy of all test results.
Ability to apply hardware and software knowledge to provide advanced technical assistance for all Desktop Install, Move, Add, and Change (IMAC) tasks and achieve associated SLAs.
Ability to use commercial service management system tools (e.g. BMC Remedy and ServiceNow) to collect data for desktop quality metrics reports.
Experience troubleshooting, testing, and deploying standard endpoint images.
Experience performing supervisory functions and OJT training.
Knowledge of ITIL.
Excellent written and verbal communications skills are required to collaborate with agency personnel and subcontractor team.