Tier 1 / Help Desk Task Lead #4678

Company Overview

GovCIO is a team of transformers—people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

Responsibilities:

• Supervise all Tier I contract personnel engaged in the operation and support of network users, including all communications equipment on various platforms in large scale or multi- shift operations.
• Provide senior level technical direction and engineering knowledge for all Tier I customer support activities.
• Monitor and respond to hardware, software, and wired/wireless network problems through routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, lines,
• modems, and terminals).
• Utilize software and hardware tools and identifies and diagnose complex problems and factors affecting network performance.
• Provide assistance and oversight for all information systems operations activities, including computer configuration, operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, Microsoft Office 365 administration, and/or web strategy and operations.
• Support a variety of IT systems and deploy commercial of the shelf (COTS) and Government off the shelf (GOTS) technologies including Microsoft, Linux, networking NSA Type 1 encryption devices, VOIP, email, video teleconferencing, and common desktop productivity tools.
• Support a variety of SaaS offerings including productivity suites such as Microsoft Office 365 or Google G Suite; and Cloud storage such as Microsoft OneDrive or Google Cloud.
• Support surge requirements of 24 hours a day, 7 days a week during key exercises or real-world events.
• Mentors Help Desk Specialists.

Qualifications:

Bachelor’s with 5 – 8 years (or commensurate experience)

• Clearance: Active Secret
• Certifications: DoD 8570.01-M IAT Level II certification
• Education: Bachelor’s degree in one of the following:
  • Computer Science or IT-related field
  • Business administration/management
  • Technology Management

Required Skills:

• Over 7 years progressive experience supporting information technology support operations for ITIL®- aligned (or equivalent) service desk operation.
• Minimum of 4 years’ supervisory experience which includes direct supervision of employees, to include (but not limited to) day-to-day task assignment, formal and informal counseling, professional development, annual performance evaluations, and direct control of work hours/paid time off. Note: Leading a team or a project does not count toward bona fide supervisory experience.
• Must have working knowledge of DOD Mobility Unclassified Capability (DMUC) 4G/LTE and 5G wireless instruments and configurations.
• Demonstrated experience using the latest versions of the following: Microsoft Operating Systems; Microsoft Office; Microsoft Teams; .NET; MS SQL Server; MS Active Directory Administration.
• Pending contract award.

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