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Customer Technical Support Senior Team Lead

Bellevue, NE 68005
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Business Group Highlights

Defense

The Defense group supports the Department of Defense (DoD) mission to keep our homeland and its citizens safe. We provide solutions to improve the Nation's defense by providing software, systems engineering, IT, training and logistics and fleet management solutions.


Responsibilities

Provide phone and desk-side support in a Windows 7/10 environment. Troubleshoot operating system, application and hardware issues, and install software and drivers. Provide Commercial-off-the-Shelf (COTS) applications support to include Internet Explorer, MS Outlook, MS Office, Adobe Reader, IBM Lotus Viewer, Sametime, Java, and PKI technologies. Track support provided for customer applications and hardware using BMC Remedy ticketing system. Hardware includes, but is not limited to, desktops, laptops and tablet PC platforms as well as networked and standalone printers/copier/fax machines and smartphones.

Essential Job Functions

Individual is required to have a proven solid work experience background in customer services, desktop support, and management of technical support teams based on a commensurate level of current support environment. In addition, he or she must possess a demonstrated capability for oral and written communications with all levels of management.

Candidate must be able to perform the following tasks:

  • Remotely support customers over the phone, via remote control software and in person
  • Supporting Windows 7/10, Microsoft Office, Defense Enterprise E-mail, Outlook, Internet Explorer, and Mozilla Fire Fox
  • Interface with end users to resolve moderately complex problems concerning system functions reported through an Incident Record.
  • Assesses diagnostic information and determine alternatives; may recommend process changes accordingly
  • Diagnose problems, and escalate unresolved issues and may provide alternative courses of action.
  • Provide guidance and training to client population on system and products to eliminate recurring errors for larger or multiple systems/products with minimal coordination; recommends changes to procedures and processes; implements as approved.
  • Support documentation maintenance; update information and changes as directed
  • Work with less-experienced technical and non-technical personnel on both routine and complex incidents
  • Perform system monitoring and analysis, troubleshooting system hardware, software, and operating system issues
  • Ensure correct configuration, use, and maintenance of our windows desktop systems
  • Research and recommend automated approaches for system administration tasks where possible
  • Create and Maintain SOPs and train junior staff as necessary
  • Provide 24X7 support
  • Self-starter; able to manage multiple tasks efficiently for on-time delivery
  • Work ticket queues and document resolutions completely and accurately
  • Install, troubleshoot and deliver applications to end users using current deployment tools
  • Work with applications to formulate, troubleshoot and document application installations and issues
  • Analyze alerts and take appropriate actions during troubleshooting
  • Secret Clearance with eligibility for TS and special accesses.
  • This is a 24x7x365 Operations role and requires flexibility to support issues or planned activities after-hours and weekends as needed.

Qualifications

Experience/Educational Requirements:

  • High school diploma or G.E.D.
  • One or more years of technical training in computer field
  • Six or more years of technical support experience
  • Experience working with solving computer-related technical problems
  • Experience working with the company escalation policy as well as company and client documentation

Desired Certifications:

  • Either CompTIA A+, Network+ or Security+ certifications are desired and will be required within 6 months for hire.
  • ITIL v3 Foundations Certification

Additional Requirements:

  • Good interpersonal skills to interact with clients and team members
  • Must have excellent customer service skills
  • Strong leadership skills to guide and mentor the work of less experienced personnel

For Colorado Residents

The Colorado Equal Pay for Equal Work Act requires employers in the state of Colorado to disclose the following information. If the position applied to is not located in Colorado, the following information may not apply. Salary Minimum: $49,275.20 Salary Maximum:$105,331.20 The base salary range above represents the low and high end of the Perspecta salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Perspecta's total compensation package for employees. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Perspecta provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO).
About Perspecta

What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sectorfrom investigative services and IT strategy to systems work and next-generation engineering.

Our promise is simple: never stop solving our nations most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector.

Perspecta is anAA/EEOEmployer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

As a government contractor, Perspecta abides by the following provision

Pay Transparency Nondiscrimination Provision

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c).

Industry

  • Information Technology
Posted: 2021-01-18 Expires: 2021-02-17

With offerings in mission services, digital transformation and enterprise operations, our team of 14,000 engineers, analysts, investigators and architects work tirelessly to create innovative solutions. We have the expertise and experience not only to devise solutions, but to execute on them successfully.

Sponsored by:
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Customer Technical Support Senior Team Lead

Perspecta
Bellevue, NE 68005

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