WIPP - Lead Technical Support Analyst

Qualifications

US CITIZENSHIP REQUIRED - per contract, must be able to obtain and maintain U.S. Department of Energy Clearance, with the ability to obtain and maintain a HSPD12 credential. Work onsite in Carlsbad, New Mexico – must reside in local area or be willing to relocate. High School Diploma and a minimum of 3 - 5 years of lead experience in help desk environment. Ability to lead a team of tech support resources, set priorities, and monitor execution. Attention to detail and strong interpersonal, communication, training, and organizational skills, and ability to work effectively in a team. Ability to recognize and defuse conflict. Ability to multi-task and adapt to changes quickly. Knowledge of coordinating and administering the process of desktop, laptop, and thin-client imaging. Ability to research, document, and advocate standards for desktop and laptop computers, thin client computing devices, printers, scanners, monitors, standard software applications (e.g., MS Office), etc. Strong technical awareness; ability to match resources to technical issues appropriately. Service awareness of organization’s key IT services for which support is being provided. Comprehensive understanding of support tools, techniques, and how technology is used to provide IT services. Strong interpersonal skills; such as telephony skills, communication skills, active listening, customer-care, and recognizing when to escalate developing situations. Solid root cause analysis and diagnosis skills of desktop/laptop technical issues. Must be well organized, a good communicator, able to effectively prioritize tasks, assign qualified resources from the team, and manage small projects from concept to production. Must be a highly self-motivated individual with the ability to work in a fast-moving environment, independent and self-sufficient. Able to receive tasks and direction from the program manager and see it through to completion with minimal supervision. Exemplary attendance and punctuality.  Preferred Requirements: Bachelor’s degree in computer science, Business Information Systems, or Management of Information Systems or Associate’s degree with at least two years of IT experience. Experience with Enterprise Windows operating systems and office suites, business applications, printing systems, and network systems. Experience with imaging computer systems using software products like Smart-Deploy. Experience with Microsoft SCCM. Demonstrated experience with Microsoft Active Directory, Group Policies and management and control techniques. Knowledge of VMware technologies and deployments. Experience with Microsoft imaging and deployment techniques. Knowledge and applicability of NIST STIGS within government systems. CompTIA A+, Net +, Sec + Certifications.