The Techchnical Lead will apply technical and operational knowledge under minimal direction, to configure, operate, and maintain information processing and telecommunications systems; analyze performance statistics to support tuning, automation, and optimization activities; establish, compose, and maintain security, capacity, and business continuity controls and documentation; interact with an operating company or business segment to gain an understanding of the business environment, technical requirements, and organizational direction; collect, define, and organize detailed user requirements; define, plan and deliverable for assigned projects; understand and comply with project budgets; conceptualize, construct, test, implement, and/or operate integrated infrastructure solutions; recommends training plans; and lead continuous improvement activities.

You will also respond to service requests & incident management services, generated by the Service Desk & by customers and serve as the point of escalation for technical issues encountered-but-unresolved by the Tier I & Tier II Technicians.

• Resolve more complex issues escalated from the Service Desk & reported by the computing customer.
• Provide set up & medium-to-advanced troubleshooting of video conference equipment.
• Provide basic to advanced desk side support & troubleshooting skills for Windows & software applications. System administration for Windows desktop.
• Mac OS & application experience a plus.
• Troubleshoot virtual desktops as required.
• Test application compatibility & support cyber initiatives.
• Other duties as assigned.

• Associate's Degree in IT related field and two years of related experience.
• In lieu of a degree, an additional 3 years of related experience needed, totaling 5 years.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q security clearance.

Required Skills:

• Intermediate-to-advanced MS productivity suite & collaborative applications expertise (e.g. Office, Access/SQL, Visio, SharePoint, etc.)
• 6 months of customer help desk experience required.
• Intermediate-to-advanced desktop support & trouble shooting skills for Windows, Mac, Linux/Unix OS & applications (includes both classified & unclassified support).
• Ability to type 50 WPM
• Valid driver’s license

Desired Skills

• 1 year of experience in the current customer environment.
• Bachelor’s degree in information technology or related discipline.
• Technical Certifications such as CompTia A+, or any Microsoft Certificate.
• ITIL v4 Foundations Certification.
• ServiceNow Experience
• Experience with KCS methodology
• Any additional requirements determined by the Service Manager

WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS?

Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you’ll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees and their families stay healthy and feel secure.

ABOUT US:

Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above.

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.