Tier II Support Lead

Senior Tier II Technician

Leidos are seeking a highly organized and detail-oriented Senior Tier II technician for an onsite position supporting the HUD IOO O&M program in Washington, DC. The candidate will provide desktop and network support for 3000+ staff in HUD headquarters and satellite office buildings. The candidate will function as the Leidos lead for the Desktop & Laptop Services group. We are looking for a candidate with the drive to learn new technology and who will provide exceptional support to the user community. At Leidos, we know the most talented and diverse IT and Engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself.

Primary Responsibilities

• Tier II support liaison to end user for computer hardware / software issues.
• Assist junior technicians in resolving complex issues.
• Manage the resolution of customer tickets according to established Service Level Agreements (SLA).
• Prepare and set up computer hardware/peripherals for new users.
• Assist administrative staff with interoffice personal moves, coordinating workstation and peripheral installs.
• Troubleshoot network connectivity issues.
• Work as part of a team to address tickets in the assigned queues for hardware/software issues.
• Deployment / Refresh of end user hardware (monitors, keyboard mice, docking station).
• Assist application developers with potential software issues/questions.
• Remediation of security updates on end user workstation.
• Image workstations with latest image version, security updates, and software versions.
• Reviewing office move requests to ensure new office locations have been properly prepped for setup, cabling, installation and cable management of computers.
• Address network printing issues and user network connectivity.
• Work ad hoc assignments as required, providing hands-on support for other support groups and developers.
• Evaluating performance and providing performance reviews
• Provide scheduling and assigning tasks for direct reports
• Defining workplace policy and set expectation for direct reports

Basic Qualifications

• Bachelor's degree and 8 – 12 years of prior relevant experience or Master's degree with 6 – 10 years of prior relevant experience, or additional years of experience in lieu of degree.
• Must possess the ability to work in a professional environment and have good problem solving and organizational skills.
• Must have demonstrated expertise providing IT support.
• Experience with Microsoft Windows OS, version 10+ and Windows Server.
• Experience with ServiceNow or similar Service/Help Desk ticket management software.
• Basic network troubleshooting skills.
• Excellent customer service skills.
• Excellent oral and written communication skills.
• Strong leadership skills.
• Ability to collaborate effectively across multiple teams/functions.
• Ability to work independently with a sense of urgency.

Clearance Requirements

• Must be able to obtain and maintain a Public Trust security clearance.
• United States Citizenship is required.

Preferred Qualifications

• Ability to think critically about processes and make recommendations for improvement.
• Strong collaboration, prioritization, and adaptability skills.
• Ability to effectively communicate with all organizational levels.

Team Management

• Ability to lead and support team operations
• Ability to coordinate tasking, provide tracking and reporting
• Administrative and HR actions
• Staff performance management evaluation and review
• Strong verbal and written communication skills
• Act as liaison between management and team
• Strong organizational skills
• Ability to manage and allocate resources effectively

At Leidos, we don't want someone who "fits the mold"—we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, "what's next?" before the dust settles on "what's now."

If you're already scheming step 20 while everyone else is still debating step 2… good. You'll fit right in.