Lead Laptop Support Specialist - Top-Secret Clearance

Position Title:  Lead Laptop Support Specialist

***Clearance Required:  Active Top-Secret Clearance***

Location: Arlington, VA - at Rosslyn Metro

Job Description: The Lead Laptop Support Specialist will manage and maintain in-house technology equipment and IT assets. This includes supervising all activities including: installing, configuring, diagnosing, repairing, and upgrading all laptops and equipment while ensuring its optimal performance. The Lead will also supervise staff members to ensure the team knows how to properly troubleshoot Laptop and PC components and support replacement of hard drives, CD-ROMS, NICS, troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required. The Lead will assist the team with providing phone and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, PKI, Citrix interface, commercial and custom applications, etc.

Management Responsibilities:
• Plan, execute, and control all aspects of Laptop O&M and project activity, including scope management, schedule development, resource management, and quality assurance.
• Communicate policies, purposes, and goals of the organization to subordinates.
• Serve as the primary customer contact, maintaining effective customer relations.
• Prepare and present status reports to contract management.
• Enforce work standards.
• Serve as a technical resource and act as a coach and mentor with regard to performance.
• Support the interview and if necessary termination processes and perform periodic reviews.
• Maintain a high degree of employee morale.

Technical Responsibilities:
• Help to support a LAN/WAN system using TCP/IP, including connectivity to mainframes in both classified and unclassified environment.
• Coordinate and perform laptop configuration.
• Provide technical and software support to end-users.
• Provide laptop support and Citrix support.
• Provide PKI support to laptop customers in house and remotely.
• Provide FOB issuance and support.
• Provide LRA services to include PKI card issuance, resets, and troubleshooting.
• Install, configure, diagnose, repair, maintain, and upgrade laptop hardware, software, and related equipment, while ensuring its optimal performance.
• Provide technical assistance and training to end-users.
• Evaluate computer hardware and software.
• Troubleshoot problem areas in a timely and accurate fashion.
• Provide reporting and trouble ticketing information.
• Maintain working knowledge of products and/or services.
• Prepare reports and correspondence as needed.
• Enter and track user requests for assistance in the trouble ticketing system.
• Perform other duties as assigned.

Knowledge/Skills/Abilities:
• Bachelor degree in computer science or related field.
• Six years minimum of Deskside, Helpdesk, LAN/WAN experience with at least 2 years of management experience.
• Strong laptop experience and skills.
• Knowledge of Windows PC and server configuration and integration.
• Knowledge of TCP/IP networking.
• A+, MSCE Certification with some college work in Computer Science or related field preferred.
• PKI experience.
• Citrix Application knowledge and practical experience.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Experience in troubleshooting hardware/laptop issues.
• Experience in troubleshooting network components between system segments and understanding of FTP, Traceroute, ping, Telnet, remote login, and other related commands.
• Ability to react to high priority problem calls, and interface with a variety of clients.
• Excellent oral and written communication skills and the capability to produce detailed programmatic plans and resource assessments.
• UTT/Remedy ticketing experience is a plus.
• Proficiency in MS OS: Win2000/2003, Win XP, Lotus Notes, Citrix applications, enterprise tools for OS deployment, software distribution, back-up and disaster recovery, client setups for applications, SQL server, backup tape support for servers, file recovery.
• Commitment to excellence and high standards.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.