Pay Rate:
The annual base salary range for this position TBD. Please note that the salary information is a general guideline only. At Sawdey Solution Services, we recognize that attracting the best talent is key to our strategy and success as a company. We will consider several factors when extending an offer to an applicant. These factors include (but are not limited to) the position, associated responsibilities, work experience, education, related training, and related skills.
Position Location: Remote, USA
Position Location Specifics: N/A
Work Environment: Remote/Telework/Work From Home
Who You'll Report To: This position will report directly to the contract's IT Service Manager.
About the Role:
This position falls under the umbrella of Sawdey's Managed Services Division (MSD). Sawdey MSD is a full-service Managed Service Provider (MSP)/Managed Security Service Provider (MSSP) providing IT and/or cybersecurity services to a variety of different clients (defense/government contractors, municipalities, non-profits, commercial organizations, etc.).
The Service Desk Lead Technician will be responsible for helping lead IT service delivery efforts to the client. This role may assist with scheduling technicians and will ensure all tickets are being worked as appropriate based on priority and impact. This role will also handle incoming calls, client support tickets, and technical project tasks. The lead technician will use creativity and innovation to resolve incidents. The selected individual must like to work with people, be a team player, and provide excellent customer service to end-users.
Additional Responsibilities Include, but are not Limited To:
* Assist in monitoring service performance against Service Level Agreements (SLAs).
* Assist with ensuring that specific and measurable targets are being met for all IT services.
* Troubleshoot end-user issues in a high-level, systematic way.
* Identify symptoms and research causes.
* Provide desktop and laptop support to end-users.
* Work end-user support requests (i.e., password resets, application issues, hardware issues, etc.)
* Perform basic networking setup and diagnostics.
* Provide excellent customer support, ensuring that the customer is satisfied.
* Use basic networking principles to troubleshoot connectivity issues, including DHCP and DNS.
* Use Beyond Trust to remotely support end-users.
* Participate in an on-call rotation.
* Perform other duties, as assigned.
Experience Requirements:
* Three (3) to five (5) years' IT-related experience desired.
* Minimum of one (1) year of experience working as a lead or mentor desired.
* Must understand desktop support and services.
* Must understand Active Directory, user authentication and authorization, and identify and access management.
* Must have experience and be able to use tools like PING, NSLOOKUP, and NETSTAT.
Experience with some of the following is desired:
* Windows Server 2016-2022 and Active Directory
* Windows 10
* Mac OSX
* Office 365 and Azure Active Directory
* CrowdStrike or other Endpoint Detection & Response (EDR) platform
* Firewalls/Routers
* Wireless
* Printers
* Configuration Management and Maintenance
* IT Documentation
* Helpdesk and Client Management
* Project and Ticket Management
* Managed Services background preferred
Education Requirements:
* Associate or bachelor's degree in IT, Cybersecurity, or a related field desired.
Other Required Skills & Abilities:
* Must be able to effectively communicate with customer and fulfill all duties and responsibilities as listed in the contract.
* Must be proficient in Microsoft Office suite including, but not limited to: Word, PowerPoint, Excel, and Outlook.
* Must be able to communicate and collaborate with employees, clients, and colleagues in a professional, respectful, and timely manner.
* Must be able to articulate technical information to non-technical people.
* Must be self-motivated and self-directed with the ability to work with minimal direction and oversite.
* Must be able to pay very close attention to detail.
* Must be able to participate in an on-call rotation.
* Must be able to use personal smartphone device on an as-needed basis to perform job-related tasks such as supporting an on-call rotation, accessing Microsoft Teams and Outlook, and enabling/signing into multi-factor authentication (MFA) applications.
o Please Note: Incoming and Outgoing calls are made via an assigned extension in Microsoft Teams desktop. There is no requirement to use a personal smartphone device to support phone calls.
Background Check Requirements:
* Must be able to pass a favorable Background Check.
US Citizenship Requirements: To comply with CMMC requirements, as well as U.S. Government contracts, U.S. citizenship is required.
Benefits at Sawdey MSD:
At Sawdey MSD, we offer an extensive benefits package. Our employee-focused benefits for full-time employees include:
* Vibrant Company Culture: Become an integral part of our positive, encouraging, and uplifting team culture; we are all on this mission together!
* Healthy Work-Life Balance: We place a strong emphasis on work-life balance; we don't just 'talk the talk' in terms of work-life balance, we 'walk the walk'! We not only support, but highly encourage, prioritizing your health and well-being.
* Competitive Compensation Package: Competitive rates with comprehensive medical, dental, and vision benefits for you, your spouse, and your dependents.
o Health Saving Account (HSA) with employer contributions.
o Dependent-care Flexible Spending Account (FSA).
o Parking and Transit Flexible Spending Account (FSA).
o Excellent PTO package (based on status).
o Immediately vested 401 (k) with employer matching.
o Employee Assistance Program (EAP).
o Employee Referral program with compensated referrals!
o Additional benefits offered!
* Extra Compensation Opportunities:
o Additional compensation for on-call duty weeks, including a premium for weeks that include a Federal holiday.
* Grow With Us: We offer a paid Training and Tuition reimbursement program to help you advance and excel in your career. We also offer an employee mentorship program and prioritize internal promotions and success.
Sawdey MSD firmly believes in our employees and advocates an environment to promote from within, which serves to boost morale while keeping high performers engaged and challenged. We also place the utmost importance on team building and collaboration in a remote environment. To promote these beliefs, you will also find additional benefits and programs that will enrich your career here at Sawdey MSD:
* Lunch and learns.
* Employee mentorship program.
* Focus on internal career advancement and growth.
* Virtual team building activities.
* Wellness challenges.
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