Builds Depot Lead - 1846 - KeyLogic Systems

 KeyLogic is seeking a Builds Depot Lead to support a major national laboratory.

Basic Field (Win/Mac/Mob/CSU) Provide support to monitor, install and perform maintenance on personal computers, laptop computers, software, and networks. Provide support in responding to system user requests for assistance. Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs. Provide support to install and provide basic support for approved PC software; perform upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs, assist in administering all computer platforms as directed and assist in resolving any operations problems.

Responsibilities:

• Distribute requests to technicians & other support related entities based on necessity, schedule availability, geographic assignment, &/or staff, equipment availability, & security classification
• Coordinate with the Builds Depot/Builds Deployment Team Manager to ensure that the imaging activities are covered when techs are absent, during limited staffing, unscheduled urgent requests are required, or when other situations arise that require deviation from normal team processes.
• Maintain & update the Builds depot reports
• Proactively monitor for potential customer service level issues as they become known, within the parameters of the position &/or at the discretion of Management or designated technical escalation points
• Research, route, & escalate any issues or auxiliary requests based on customer or technician input &/or other applicable criteria to appropriate IT support for resolution in a timely manner
• Participate in Builds Deployment/Reimaging related projects, process improvement activities, testing, & implementation of software application migration & updates as needed.
• Assist with device pickup as required
• Provide adequate notice for planned & unplanned absences to ensure assigned duties are covered
• Proactively maintain communications & updates with designated backups so as to enable them to cover duties when not present
• Achieve & maintain knowledge of all applicable Client-based policies, procedures, checklists, & best practices.
• Mentor & assist in the training of team staff.

Qualifications:

• You must possess an Associate degree in a relevant field or have 2 years of equivalent additional experience.
• In lieu of degree, an additional 3 years of relevant experience, totaling 5 years' experience is acceptable.
• U.S. citizenship is required per contract to obtain and maintain U.S. Department of Energy Q security clearance.
• You must possess a minimum of 2 years of experience in customer service background in a technical, retail, or service environment.
• Experience with the use & operation of Personal Computers & office applications (to included Microsoft Office suite) is required.
• Knowledge of common office application software required.
• The employee must be able to operate a computer keyboard, mouse, & other office equipment.
• The employee must be able to lift up to 35 lbs. on a regular basis without assistance & up to 50 lbs. with or without assistance.
• The employee may be asked to attend training as directed by leadership.
• A current valid driver’s license is required if the employee drives company vehicles

Examples of Relevant Certifications:

Information Technology Infrastructure Library (ITIL), Foundation, Computing Technology Industry Association (CompTIA), A+, Microsoft 365 Fundamentals