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Team Ldr II PC Tech Support

JOB DETAILS:

The IT EUS & Ops Problem Management Analyst will provide daily, proactive and tactical guidance related to the delivery of enterprise implemented processes and services. The role will ensure that IT services are being effectively managed and escalated as needed to the DXC Service Executive and the IIS IT End User Service & Productivity Manager. Further, they will execute the organizational and technical oversight necessary for our partners and suppliers to deliver reliable, available, and timely services to our End Users.

  • Address complex technical problems that requires a detailed service analysis, considering technical knowledge of multiple disciplines to drive resolution or restoration of service with support teams.
  • The position will identify service issues requiring resolution, working with the IT Service Delivery Supplier Manager and the IT Supplier ensuring they are documented and tracked through implemented processes and workflows.
  • Facilitate discussion between stakeholders and technical teams in order to apply lessons learned through root cause analysis.
  • The position will be the key escalation point for end users of all levels (employees, sub-contractors, and business partners) to assist in service requests, incident management, and facilitating change management initiatives, including end user training, business level communications and advocating best practices.
  • The position will partner with and support retained and vendor sourced technical teams in local maintenance and standardization initiatives, relative to conference rooms and proposal centers (Audio/Video infrastructure, video display systems and projection).
  • In addition, the position will be responsible for oversight of respective MDF/IDF facilities, vendor laboratories, and respective storage areas.
  • This position requires a high-level of customer service and will be available outside of standard business hours as required.
Required Skills:
  • A solid understanding of IT Service Delivery management systems, principles, processes, and best practices.
  • Applied experience with Incident and Problem Management as well as process improvement in a technology organization.
  • Extensive experience with IT Service Management tools.
  • Comprehensive background in measurements of IT services, deliverables and inputs and the ability to employ data-driven techniques to analyze and interpret data.
  • Proven ability to successfully drive initiatives and manage conflicts with a high degree of diplomacy. The position must have the ability to successfully interact with end users of all levels, including Executive Leadership and their Administrative Staff. The ability to effectively communicate, both oral and written, is essential to this role.
  • Broad understanding of IT hardware, applications and infrastructure management:
    • Performing proactive and tactical assessments in enterprise desktop PC hardware and software (Win10/Linux)
    • Application administration and configuration in the following or equivalent products and technologies:
      • Cisco/Avaya softphone and IP telephony call management systems
      • MS Office, MS Outlook, Skype, MS SharePoint 2013, OneDrive
      • Windows Active Directory schema (Domain, User, Computer and Group Policy and Access controls)
    • Comprehensive understanding of enterprise network hierarchy and can demonstrate the ability to reference OSI model towards the resolution of complex problems
    • Understanding of enterprise IT security architectures, tools & applications (endpoint protection, PKI), DoD encryption standards and enterprise policy.
    • A solid technical understanding of and experience supporting enterprise mobile communications environments and technologies: 4G LTE/WPA2, iOS, and Mobile Iron
    • Familiarity with Video Teleconference hardware and underlying software (Polycom Real Presence, Cisco, Skype)
  • An existing security clearance is desired but not required
  • Must be a US Citizen with ability to obtain a TSS/CI security clearance
  • Qualified applicants will be subject to citizenship verification, drug screening, and possible additional investigations
  • 4+ years of applicable experience and proven success as an IT Service Delivery Manager or Technical Leader in a vendor sourced environment.
Desired Skills:
  • Existing TS/SCI with current SSBI
  • Understanding of 6 Sigma methods and tools
  • Understanding of ITIL/ITSM processes
  • Hands on Desktop PC and mobile device (iPhone/iPad) support

Required Education (including Major):
Bachelor of Science degree in CS, IT, IS, Info. Sec., or relevant STEM field.

148800

Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

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Company Name:
Security Clearance:
Top Secret / SCI
Location:
Richardson, Texas
Country:
United States
Salary:
Not Specified
Job Number:




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