Company Overview

For 29 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.


5-181214-8180: Customer Support Team Lead
LocationU.S. - Maryland - Rockville
Open Date12/14/2018
  
JOB DESCRIPTION

STG, a wholly-owned subsidiary company of SOS International LLC (SOSi), is seeking a Customer Support Team Lead in Bethesda, MD to support The National Institutes of Health, National Institute of Allergy and Infectious Diseases (NIAID) Customer Services Branch End User Support.  

 

ESSENTIAL JOB DUTIES

The Customer Support Team Lead will manage the Customer Support team to provide timely and effective "first point of contact" support to NIAID staff for all products and services and to resolve requests in minimum time. The Service Desk ticketing system is the central repository for all system and application support requests. The Customer Support Team Lead will manage the Customer Support team to provide on-site Service Desk Support to NIAID from 7:30 a.m. to 6:00 p.m. Eastern Time, Monday through Friday (except for Federal holidays). Support will include after-hours monitoring of customer support requests and providing timely request fulfillment for supported systems commensurate with the mission criticality of the affected system(s). The Team Lead should manage a Customer Support team to complete the following:

 

  • Triage and provide timely and effective resolution or escalation, including complete documentation of resolution in the Service Desk ticketing system, of requests for assistance from NIAID staff on OCICB-supported software, hardware, and operating systems and other services as required. All requests for assistance should be resolved or escalated to the appropriate Tier 2 support team within 1 business hour of receipt.
  • Provide timely and effective support for NIAID's telework environment, remote workers, on-line meetings, and other forms of modern communication.
  • Provide timely and accurate monitoring and communication of the operational status of OCICB-supported systems, applications, and services to OCICB management.
  • Provide timely and accurate trend analysis and demand forecasting of Service Desk support requirements based on data in OCICB's Service Desk ticketing system and knowledgebase.
  • Provide staffing support for various customer service and desktop support related projects, including but not limited to software upgrades, hardware upgrades, cloud-based services implementations, new application deployments, security remediation, workstation retirement, and research and development initiatives.
  • Maintain, update, and develop new content for the Customer Services Branch knowledgebase.
  • Provide timely and effective technical support to NIAID users on OCICB-supported software, hardware, and operating systems (Macintosh, Windows, and Linux) to include installation, special configuration, maintenance, troubleshooting, and processing of surplus hardware according to Institute guidelines.
  • In collaboration with CSB management, NIAID's Information System Security Officer (ISSO), and other OCICB staff and contractors, support IT Security Incident Management and Response.
  • Provide for accurate, complete, and timely documentation, recording, and reporting of all technical support-related activities, issues, and outcomes in the OCICB ticketing system in accordance with standard operating procedures (SOP) and Institute practices.
  • Provide staffing support for various customer service and desktop support related projects, including but not limited to software upgrades, hardware upgrades, cloud-based services implementations, new application deployments, security remediation, workstation retirement, and research and development initiatives.
  • Provide timely and effective technical support of presentation and videoconferencing events, including setup, monitoring of meetings, and configuration of conference room hardware and software components.
  • Provide timely and effective technical support of telecommunications requests, including installing, wiring, and configuring new telephones.

 

MINIMUM REQUIREMENTS

MINIMUM REQUIREMENTS:

  • Security Clearance: Public Trust – Moderate Risk
  • Education: High School
  • Certifications: PC, Linux, or MacOS computing environment certification.
  • 3+ years of relevant experience
  • In-depth knowledge of the most recent version of Microsoft Operating System, Microsoft Office applications (e.g. Win7, Microsoft Office Professional 2013), and other common desktop applications such as Adobe Acrobat, VISIO, Tumbleweed; ability to quickly learn unique GOTS applications.
  • Project a positive image and professional manner at all times; ability to work within the confines of a set time schedule.
  • Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.

 

ADDITIONAL INFORMATION

PREFERRED QUALIFICATIONS

  • Minimum Requirements
  • 5+ years of relevant experience
  • Active Secret Clearance
  • Security+ in addition to computing environment certification

 

WORK ENVIRONMENT

  • Normal office environment