Desktop Support Shift Lead

Date Posted:

2023-02-27-08:00

Country:

United States of America

Location:

FL807: 640 Roberts Ave, Pensacola FL 640 Roberts Avenue Corry Station, Pensacola, FL, 32511 USA

Position Role Type:

Unspecified

The Desktop Support Shift Lead coordinates the daily activities of Desktop Support staff – communicates expectations, trains, and mentors staff; addresses client issues; and interfaces with clients as needed. The Shift Lead is expected to be process oriented and accountable for the overall success of the Team.
 
Additionally, the Shift Lead applies current technologies to the design, development, evaluation and integration of computer information systems and networks to maintain system security. The Lead provides quality and professional support to office and field-based users.  This position will also deploy and troubleshoot desktops, laptops, operating systems, and applications supported by the Information Technology Team.  Involved in a wide range of issues including secure architectures, secure electronic data traffic, network security, information security and privacy.  Develops security systems for any manual or automated systems environments.

 
Required:

• An active Top Secret clearance
• Must be able to obtain DHS suitability prior to starting employment
• Manage a Desktop shift consisting up to 7 employees
• Communicate policies, expectations, and feedback to staff
• Facilitate a high-performance team environment and employee engagement
• Provide performance feedback and corrective action to direct staff
• Lead activities of Desktop Support staff to diagnose and resolve client problems
• Guide and coordinate projects requiring scheduling
• Provide input on process improvements and contribute to the technology road map for the strategic plan
• Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards
• Provide guidance and training to staff
• Evaluate and provide input regarding employee performance

Experienced hands-on knowledge with the following:

• Experience with Windows OS (Win 7 – Win11)
• Experience in Hardware and Software issue relating to PC’s , Monitors, Printers and Scanners
• Microsoft Exchange 2010/2016
• Microsoft Office 2010 /2016 applications
• Good working knowledge of network technologies
• Well verse in Active Directory on creating accounts, joining Computers to the Domain, creating Printer’s Queues, creating Exchange Mailboxes, Distribution Lists, Security Groups, and External Contacts.
• Familiar with VMWare Horizon Client/ VM Cloud Services
• Familiar with identifying and resolving basic network issues pertaining to Computer connectivity on the Network.

 
Desired Skills:

• 4+ years related experience supporting Tier 2 Helpdesk services
• Experience working with Altiris; HP Openview is desirable.
• Hands-on troubleshooting experience within a LAN/WAN environment.
• Good interpersonal skills to interact with customers and team members
• Good communication skills to work effectively with team members, support personnel, and clients
• Ability to work as part of team or independently.

 
Required Education (including Major):

• Bachelor's Degree with 5 years of experience OR 13 years of applicable experience may be substituted for a degree.
• A Master’s degree may be substituted for two (2) years of experience

Employee Referral Award Eligibility: Only employees currently within RMD and RI&S have the potential to receive a Referral Award for submitting a referral to RMD and RI&S roles.  ALL eligibility requirements must be met to receive the Referral Awarding.
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This position requires a U.S. Citizen who is eligible to obtain any required Export Authorization.

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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