IT Field Services Lead Technician

2 weeks ago

Raleigh, North Carolina, United States Demo - Maximus Full time

Job Summary

Demo - Maximus is a leading operator of government health and human services programs, partnering with state, federal, and local governments to provide critical, high-quality health and human service programs to diverse communities.

Our mission is to help government agencies run programs cost-effectively and serve program constituents with improved outcomes. We focus on outcomes and results that connect citizens more effectively with government services.

The IT Field Services Lead Technician is responsible for resolving all technical issues for all end points for their dedicated location. Lead technicians are the lead subject matter experts, with in-depth knowledge of each project's specific applications and systems needed to keep the project operational.

They are responsible for meeting and/or exceeding defined performance metrics, fulfilling service requests, resolving incidents related to end-user systems, and maintaining access to mission-critical systems within the defined SLA.

This role is also the technical lead for the supervisor, identifying, researching, and resolving technical issues for our Tier 1, 2, and Sr. Technicians. Lead technicians are also responsible for managing the relationship between the business and IT.

Key Responsibilities

  • Works in liaison with Maximus IT and vendors to provide hands-on/onsite support, testing, and troubleshooting assistance for network equipment and cabling and other related systems/equipment at all locations in assigned regions.
  • Provides Tier 3 Level support for requests that cannot be resolved remotely, where onsite hands-on inspection and remediation are required.
  • Identifies, researches, and resolves technical issues for local and remote staff.
  • Becomes the subject matter expert for various software applications and end-point configurations for the business.
  • Conducts routine equipment servicing out in the field.
  • Performs onsite activities related to installation, repair, management, and maintenance.
  • Manages and maintains onsite IT equipment by receiving, inventorying, imaging, and deploying IT assets.
  • Tracks IT Assets and maintains updated information in the appropriate ITAM database.
  • Documents, tracks, and monitors problems to ensure timely resolution within the established SLA's of the business.
  • Provides Windows/Mac/Linux OS support by evaluating and troubleshooting issues, including running in-depth diagnostics.
  • Provides written updates for problem resolution in the ticketing system, knowledge bases, troubleshooting manual, and/or job aids.
  • Escorts vendors inside the data rooms and ensures changes, maintenance is documented, and all safety precautions have been followed.
  • Key contributor in maintaining and updating various software applications and desktop configurations to ensure compliance.
  • Participates in support activities for virtual or in-person projects focused on assisting the transition of newly trained staff into production.
  • Works with other IT departments and vendors to resolve technical issues or implement new technologies for different lines of business.
  • Performs technology upgrades and refreshes.
  • Mentors and leads peers on best practices and bestows the company culture.
  • Supports new site builds, office consolidations, office relocations, migrations, and decommissions.
  • Collaborates and partners with other disciplines of IT to research, test, and implement IT enterprise initiatives.
  • Assists in tracking and completing tickets pertaining to application, network, and system issues.
  • Maintains Active Directory Users and Computers.
  • Administers user accounts and permissions to various applications, as well as client software.
  • Serves as the technical liaison between program staff and IT.
  • Assists with Service Desk surge support.
  • Performs other duties as assigned by management.

Requirements

  • Bachelor's degree or equivalent combination of education, technical training, or work experience considered in lieu of degree.
  • Minimum of 0-3 years of related IT experience.
  • Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks.
  • Comply with all company required policies, procedures, and processes, including but not limited to required training and adhering to established safety standards.
  • Experience working in a network planning or implementation role at an ISP, telephony, and other vendors preferred.
  • Relevant experience in Data Center Engineering Operations, cable management, and power distribution and redundancy.
  • Ability to communicate in an understandable, polite, and friendly manner, both written and verbal.
  • Strong organizational skills and ability to multi-task in a medium-size business environment.
  • May provide immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.
  • Working knowledge with ITIL and prior experience in staff development preferred.

Physical Requirements

  • Ability to sit for up to 80% of the time.
  • Ability to lift up to 40 pounds required.
  • Travel may be required as needed.

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