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Desktop Support Lead
Location: Rockville, MDReq#: 616281
Company Information
Octo, an IBM company, is an industry-leading, award-winning provider of technical solutions for the federal government. At Octo, we specialize in providing agile software engineering, user experience design, cloud services, and digital strategy services that address government's most pressing missions. Octo delivers intelligent solutions and rapid results, yielding lower costs and measurable outcomes.
Our team is what makes Octo great. At Octo you'll work beside some of the smartest and most accomplished staff you'll find in your career. Octo offers fantastic benefits and an amazing workplace culture where you will feel valued while you perform mission critical work for our government. Voted one of the region's best places to work multiple times, Octo is an employer of choice!
You...
As a Desktop Support Lead, you'll join a customer-focused team and use strong operational management support and service request management skills to provide hands-on or remote assistance for end user desktops, laptops, peripherals, printers, video conference set-up, security patch installation, software upgrade support, service request support, and troubleshooting/diagnosing and resolving reported issues.
Us...
We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers. This mantra drives us to succeed and act as true partners in advancing our client's missions.
Program Mission...
The program will provide helpdesk, desktop management, and user support, to include computer systems, mobile devices, printers, and software, for several thousand staff across the Maryland Metro area and those working remotely.
Skills & RequirementsResponsibilities:
* Ability to lead and provide guidance to team members to ensure problem resolution and customer satisfaction.
* Track, route, and resolve service tickets within set standards, including via helpdesk, phone, email, or ticketing system (ServiceNow).
* Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
* Provide knowledgeable, customer-focused IT support to quickly identify technical problems, perform the necessary repairs, and resolve or escalate service requests.
* Provide equipment management support and schedule periodic replacement of outdated/ obsolete desktop and laptop computers, tablets, monitors, accessories, and PIV card readers.
* Provide mobile device management (MDM) support.
* Quickly identify technical problems, perform the necessary repairs, and resolve or escalate service requests and incidents within established SLAs.
* Utilize a broad knowledge of information technology hardware, software, concepts, and services to effectively guide customers when new requirements or alternative solutions are needed.
* Provide enhanced VIP desktop and user support service.
* Determine deficiencies and recommend changes to improve customer service.
* Develop/update and maintain Standard Operating Procedures (SOPs) for common support tasks.
* Other duties as assigned.
Requirements...
* Candidates must be proficient in troubleshooting hardware and peripherals, operating systems, imaging, software applications, network connectivity, configuration, and security compliance.
* Candidates must be proficient in configuring, supporting, and troubleshooting Apple macOS, Apple iOS and Microsoft Windows operating systems as well as fielding related how-to questions.
* Candidates must be proficient in configuring, supporting, and troubleshooting Apple iOS mobile devices, as well as fielding related how-to questions.
* Experience supporting Microsoft Office 365 (including, but not limited to), Microsoft Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams, Project, and Visio.
* Candidates must have the ability to troubleshoot incidents and requests over the phone, via email, or using remote support technologies, such as Bomgar, Microsoft's Remote Desktop Services, and/or SolarWinds Dameware.
* Candidates must have experience using incident logging and ticket tracking systems such as ServiceNow or similar ticket tracking solution.
* Candidates must have knowledge and understanding of IT Service Management, Customer Service, and Service Level Agreements (SLA).
* Candidates must have demonstrated ability to write clear and accurate technical and end-user documentation and standard operating procedures.
* Candidates must have demonstrated ability to diagnose, troubleshoot, and remediate security vulnerabilities.
* Candidates must have experience in developing training materials and provide training to users with various skill levels.
* Candidates must have broad knowledge of information technology hardware, software, concepts, and services to effectively provide guidance to customers when new requirements or alternative solutions are needed.
Years of Experience: 5+ years of related experience.
Education: Bachelor's degree.
Locations: Rockville, MD/Maryland Metro Area.
Clearance: Ability to obtain and maintain an agency-level Public Trust clearance.
Octo is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age, or genetic information. Selected applicant will be subject to a background investigation.
Octo is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organization. Octo will be the hiring entity. By proceeding with this application, you understand that Octo will share your personal information with other IBM affiliates involved in your recruitment process, wherever these are located. More Information on how IBM protects your personal information, including the safeguards in case of cross-border data transfer, are available here: ".