As a Workstation Specialist Lead, the individual is responsible for managing a team of workstation specialist technicians who support end-user devices across the U.S. Army Human Resource Command (HRC) enterprise, distributing critical information to both the team and leadership while enabling and managing customizations as needed.
Responsibilities
Manage and direct a team of workstation specialists to ensure that all required standards are followed and tickets are completed efficiently and in a timely manner
Assist workstation specialists with any questions & situations that arise
Make logical judgment calls in time-sensitive and/or highly visible situations
Retain and track all historical knowledge of changes in HRC, G6 TSB, and internal team standard operating procedures (SOPs)
Update and maintain databases/archives of information, including troubleshooting steps, internal processes, and other SOPs
Monitor multiple ITSM queues for incoming tickets, identify trends, and re-route tickets that do not belong appropriately
Perform other tasks as required by BME and the Government contracting team
Required Qualifications/Education and Experience
Must have a valid SEC+ certification
Must have and maintain a Secret Security Clearance or higher
Delegate tasks appropriately based on ticket volume and requests from higher leadership
Effectively and independently perform all tasks and best practices of a standard workstation specialist when required
Effectively operate and communicate within a team-oriented and collaborative environment and continuously work to develop strong working relationships across organizations
Demonstrate strong critical-thinking skills, as well as hands-on troubleshooting skills
Demonstrate ability to support tasks and issues through to completion
Excellent written and verbal communication skills with customers, leadership, and workstation specialists via phone, email, and face-to-face
Must be available to primarily work on-site (telework options to be determined after training)
Preferred Qualifications/Education and Experience:
Net+, A+, CCNA, or MCSE Certifications preferred
Equal Employment Opportunity/M/F/disability/protected veteran status
Equal Employment Opportunity/M/F/disability/protected veteran status
