IT Field Support Lead

Are you looking for a Challenge? Looking for an innovative organization and the opportunity to learn and grow professionally? We can help! We are seeking an IT Field Support Lead to support the Internal Revenue Service’s (IRS) Criminal Investigations (CI) Client Management Support Services (CMSS) & U.S. Windows Client OS Support and Onsite Services contract at the IRS Headquarters in Washington, DC.

I’ve never heard of Terrestris. What do you do?

At Terrestris, we leverage technology to create better mission outcomes through better human performance. We form strong client and team relationships through transparency and strive to create an environment where our team can let their excellence shine through. By finding, developing, and incorporating new ideas, we provide memorable services. Rooted in the USMC values of honor, courage, and commitment, Terrestris seeks to deliver extraordinary value to the American people by helping the Government become more efficient and effective.

So, what will the IT Field Support Lead at Terrestris do?

The IT Field Support Lead is responsible for managing and supporting the IRS's desktop and endpoint technology environment, ensuring employees have the tools and technical assistance they need to perform their jobs effectively. The position provides hands-on IT support at IRS Headquarters, including direct support for senior leadership and executives within the Criminal Investigation division.You will troubleshoot hardware and software issues, resolve user support tickets, install and upgrade equipment, and respond to technology outages and other technical incidents. You will also help improve the overall customer support experience by maintaining technical documentation, supporting mobility initiatives, and assisting with he implementation of modern technologies such as AI-powered support tools and chatbots.

What does a typical day look like for an IT Field Support Lead?

You will:

• Oversee onsite endpoint-management and user-support operations for the Field Office/HQ environment.
• Provide daily hands-on IT support at IRS Headquarters, including support to HQ executives and the Chief of CI.
• Support enterprise desktop/endpoint troubleshooting, hardware/software installations, deployments, refreshes, migrations, outages, and incident resolution.
• Provide direct help-desk support when required, including answering calls, tiered support, opening/escalating tickets, and meeting SLA requirements.
• Resolve user-generated support tickets and support unplanned incidents/outages involving existing and new technologies.
• Support Mobility and other User Support programs/projects.
• Review/update existing knowledge articles; create technical-support documentation, self-help materials, user communications, installation/admin/service-desk guides, and readiness documentation.
• Support implementation and maintenance of modernized customer-support capabilities such as chatbots, AI, or other technologies.
• Provide onsite assistance for customer needs, installations, inventory activities, and other field-office technical support.
• Coordinate/escalate complex issues through the Government tiered-support structure.

What qualifications do you look for?

You might be the professional we’re looking for if you have:

• Authorization to permanently work in the United States without sponsorship.
• A minimum of 5 years of experience supporting enterprise desktop support, field-services operations, or endpoint-deployment activities, including at least 2 years in a team-lead or supervisory role.
• Experience with large-scale hardware refreshes, operating-system deployments, user-migration activities, and enterprise troubleshooting in Microsoft Windows environments.
• Familiarity with Microsoft 365 applications, basic network configuration/troubleshooting, and ticketing systems is required.
• ITIL Foundation, CompTIA A+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate, or equivalent enterprise desktop-support/service-management certification(s).
• Must undergo a High-Risk Background Investigation and complete a 7-panel drug screening.

What kind of benefits does Terrestris Offer?

We offer outstanding benefits including health, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, and work-life programs. Our award programs acknowledge employees for exceptional performance and superior demonstration of our service standards. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in our benefit programs. Other offerings may be provided for employees not within this category.

Terrestris is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. Applicants must be authorized to work in the U.S.

DILBERT © 2018 Scott Adams. Used By permission of ANDREWS MCMEEL SYNDICATION. All rights reserved.