Title: Technical Support Specialist Lead

Reports to: Site Lead

Classification: Exempt

Salary Range: N/A

Labor Category: Technical Support Specialist Lead

Full-Time/Part-Time: Full-Time

Location: NAS, Whiting Field, FL

*****Contingent upon contract award*****

Job Summary:

Vertex Solutions is looking for a Lead Technical Support Specialist with a minimum of seven (7) years of information technology support experience. The Lead Technical Support Specialist will work primarily from NAS, Whiting Field with 5% - 10% travel required. Familiarity with DoD Information Technology regulations is desired.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Provide technical support for on-site operations at NAS, Whiting Field, FL in support of a complex project.
• Perform installation and provide technical support for Virtual Reality (VR) and Mixed Reality (MR) Training Devices supporting Undergraduate Pilot Training (UPT).
• Coordinate all logistics/requirements with gov for installation within gov spaces.
• Manage customer relationships and expectations.
• Attend progress meetings with Government stakeholders, site managers, and Vertex senior management, taking appropriate actions when necessary.
• Work with site managers to maintain an effective quality assurance program and standardization within the program.
• Provide excellent customer service to contractors, partners, government agencies, etc. to resolve issues and ensure client satisfaction.

Competencies:

• In-depth and up-to-date knowledge of IT hardware and software
• Ability to install, configure, and troubleshoot IT hardware and software
• Create and analyze records/logs to determine trends in IT issues
• Test and validate IT hardware and software
• Troubleshoot advanced/escalated hardware and software issues (Windows 10 PC, third-party applications, flight simulation hardware, etc)
• Ensure project/install/configuration deadlines and team goals are met
• Ensure IT updates and configuration standards are executed appropriately
• Collaborate on technical documentation/continuity
• Good analytical and problem-solving skills to assess needs and recommend solutions
• Ability to create products with extremely high attention to detail and accuracy
• Ability to interact with team members and stakeholders in a problem-solving, constructive manner
• Ability to successfully manage and meet multiple, simultaneous project deadlines in a fast-paced environment
• Ability to multi-task and work both in a team and independently
• Must be organized, detail-oriented, and customer service focused

Supervisory Responsibility:

• Mentor junior Technical Site Support Specialists
• Coordinate and oversee project task assignments for Technical Site Support Specialists
• Assist with screening Technical Site Support Specialist job applicants

Work Environment:
This job operates from an office environment.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and work on a computer for long periods of time. The employee is frequently required to stand, walk, stoop, and kneel. The employee must be able to lift and carry up to 75 pounds as needed. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth vision, and the ability to adjust focus.

Position Type/Expected Hours of Work:
Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 0900 - 1600. Occasional evening and weekend work may be required as job duties demand.

Travel:
5% - 10% travel is anticipated for this position. Main travel locations are to other AETC UPT locations as directed.

Required Education, Experience, and Skills:

• Experience in troubleshooting, installing and operating Information Technology systems
• Installing/administering high-performance Windows 10 PCs

Preferred Education, Experience, and Skills:

• Associates or Bachelor’s in Information Technology or related field
• VR simulation-based training experience

• Flight simulation experience
• High-performance/gaming PC experience
• CompTia Sec certification
• CompTia A certification
• DOD Information Technology experience

Work Authorization/Security Clearance:
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Background checks - criminal, civil, employment, and education required. Drug screening in compliance with drug-free workplace standards.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Vertex Solutions, LLC is an “Equal Opportunity Employer,” and prohibits, in all employment-related practices and decisions, discrimination, harassment, or prejudicial treatment against any person based on race, color, religion, national or ethnic origin, gender, pregnancy, childbirth, pregnancy-related conditions, age, disability, veteran status, or otherwise as provided by federal, state, or local law.