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IT Services Lead

Company: Ledgent Technology
Location: Washington
Posted on: August 7, 2022

Job Description:

Title Global Technology Services - Information Technology Services Lead Summary Description The IT Services Lead is responsible for the resolution of technology problems/issues for end users. The IT Services Lead will need to resolve issues in direct personal engagements as well as remote troubleshooting scenarios. The position requires effective verbal as well as non-verbal skill. This is primarily a customer service oriented position and performance/feedback from the end user will bear into performance reviews. This is a senior position that will work closely with other members of the Global Technology Services group and members of the Core Enterprise group.

Requirements 3-5 years' experience (preferably in AEC environment) Demonstrate technical and user proficiency and understanding with our base operating systems and applications (Office, Acrobat Pro, Lync, Adobe Creative Suite) Expert level in at least one application (certification preferred) Reporting Relationship The IT Services Lead reports to the IT Services Manager in that region and/or to the Director of GTS. This position is also responsible to the local office management through the Managing Principle and the Director of Operations. Responsibilities In addition to the troubleshooting responsibilities below the IT Services Lead is a direct escalation path for IT Services Technicians. The IT Services Lead will be required to handle multiple tickets at the same time. Multi-tasking and prioritization will be a key difference between an IT Services Technician and an IT Services Lead. The IT Services Lead will be responsible for helping to/or resolve issues that IT Services Technicians escalate. The IT Services Lead will escalate issues that are determined to be resolved by the Enterprise group to an IT Services Manager or Director who will then escalate to the Core Enterprise group and/or Director of Enterprise Infrastructure in difficult cases. The IT Services Lead will actively participate with the Core Enterprise group in testing of environment changes such as network upgrades, new servers, new end-user hardware and software, OS settings. Use P+W Service infrastructure services to log/resolve issues add to and further improve the collective knowledgebase. The IT Services Lead will moderate the knowledgebase sections where expertise has been demonstrated. The primary responsibility is to effectively communicate processes and procedures to resolve end user issues * Communicating directly in person * Communicating over the phone/remote sessions/chat to resolve issues * Delivering standardized IT orientation and training to new and existing staff on existing or planned deployments/roll outs * Coordinate and work with outside stakeholders to resolves issues or contribute to effective inter-organization collaboration Use P+W Service infrastructure services to log/resolve issues and further improve the collective knowledgebase PC and laptop hardware (including peripherals) maintenance and troubleshooting (examples include but are not limited to the following) * Process repairs (warranty covered and non-warranty cases) * Process new and returning leased inventory according to standard procedures * Assisting/Maintaining accurate inventory of all IT related hardware * Assisting in procurement of office funded hardware * Move/Setup IT hardware for end users Microsoft OS and application maintenance and deployment experience (examples include but are not limited to the following) * SCCM software distribution * OS Imaging/Re-imaging for trouble resolution and planned deployments * Assisting/Maintaining accurate inventory of all software * Assisting procurement of office funded software Windows OS troubleshooting and maintenance (examples include but are not limited to the following) * User profile issues * Driver issues * Patching and hot-fix application for issue resolution and planned deployments VPN troubleshooting Basic network troubleshooting (examples include but are not limited to the following) * TCP/IP and DNS troubleshooting * Wireless connectivity * Assist/Maintain efforts in organizing and managing server room/network distribution closets (including patch cables, patch panels, intermediate jacks, etc.) Basic server troubleshooting * Assist Server and Storage team by providing remote assistance on issue resolution and planned deployments (including the packing / unpacking/ mounting of equipment) * Assist by inspecting servers for error lights and alarms Basic Audio/Visual troubleshooting and maintenance * Projectors * TV displays/monitors * Sound systems Low level Windows 2008 Active Directory management tasks (examples include but are not limited to the following) * Account creation /disable /lock out /reset * Setup and maintaining distribution lists and security groups (may require coordination with other IT staff) Microsoft Office troubleshooting and product use assistance Adobe Creative Suite/Creative Cloud troubleshooting and product use assistance (current and recent versions) Mobile device OS troubleshooting and product use assistance * Apple iOS (current and recent versions) * Android (current and recent versions) * Any future mobile devices/platforms adopted by firm Autodesk troubleshooting and product use assistance * Revit (current and recent versions) * AutoCAD (current and recent versions) Newforma troubleshooting and product use assistance Escalate IT Infrastructure issues beyond the expertise of the job description to the appropriate subject matter expert(s) Position Requirements Must be and be perceived by staff as service oriented and effective in resolving end user issues Exhibit positive and effective communication skills and a natural desire to share knowledge in a collegial, collaborative and relevant fashion. Must be open to and demonstrate learning new skill sets and advancing current skill sets Knowledge & Experience College diploma or university degree Minimum 3-5 years experience directly supporting technology for end users (preferably in the AEC industry). Resolving technical issues remotely Understand capabilities and typical use of company's application portfolio Work Conditions Standard business hours plus availability to resolve off-hours issues. Occasional travel domestically or internationally for IT Service needs in company office locations or remote user locations. Sitting for extended periods of time. Using a telephone handset or substitute (i.e. headset) for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components. Lifting and transporting of heavy to moderately heavy objects, such as computers, servers and monitors.

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Keywords: Ledgent Technology, Washington DC , IT Services Lead, Other , Washington, DC

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