Technical Support Team Lead

Meaningful work * service oriented and respectful work environment * work-life balance * generous leave * more holidays than the federal government, including Christmas week off * free parking as well as free transportation to/from Ballston metro * paid lunch breaks * professional development tuition assistance * tuition assistance for your children enrolled in our diocesan schools after 1 year of employment * generous benefits, including a pension plan * AND MORE..............................

The Diocese of Arlington is a thriving community composed of seventy parishes, six missions, and 50 schools, covering the 21 northernmost counties and independent cities in the Commonwealth of Virginia. Since our founding in 1974, the Diocese has grown significantly, becoming one of the fifty largest dioceses in the United States. We have over 4,000 employees and are still growing. We're looking for talented and committed employees to join our team.

POSITION SUMMARY:

The Office of Information Technology is responsible for selecting, deploying and supporting software, hardware and telecommunication resources for the 450 + staff members of the Central Administrative Offices of the Catholic Diocese of Arlington (CAO), the Arlington Catholic Herald (ACH), and the Catholic Charities of the Diocese of Arlington (CCDA) to utilize in fulfilling their mission within the Diocese. The infrastructure is a two domain environment with a single AD forest and includes 10 + remote Catholic Charities Offices (CC). The Catholic Charities network is a WAN with remote locations connected by VPN, while the CAO is a LAN environment supporting the immediate campus of 200 North Glebe and 80 North Glebe.

The Tech Support Team Lead is responsible for day-to-day operational administration and management of Tech Support which includes direct management and oversight of two Tech Support Technicians, ensuring they are meeting SLA's and following Standard Operating Procedures; reviewing, assigning, and closing tickets according to our SOPs; acting as an escalation point for troubleshooting tickets; and managing end user hardware and equipment inventory. This position also requires a focus on customer service and must be able to clearly, and effectively, communicate technical solutions in a non-technical manner with employees at all levels within the organization.

Additionally, the Tech Support team lead is responsible for the day-to-day operational administration and troubleshooting of end user focused systems and software such as Microsoft SCCM for computer imaging, TrackIt, ConnectWise Control, Symantec Encryption, Adobe Suite, DRIVVE and print servers. They will also provide assistance to the Assistant Director on Network Services projects as necessary.

PRINCIPAL DUTIES:

Act as primary point of contact responsible for the day-to-day operational administration and troubleshooting of end user focused systems and software
Meet with Tech Support team daily to review open tickets and assign tasks for each member for that day
Manage and coordinate technical support requests for end user focused systems and software in Track IT Help Desk/Inventory system including:
Monitoring ticket queue
Reviewing support requests
Assigning tickets to tech support staff
Tracking ticket status
Ensuring tickets are closed in a timely manner
Act as escalation point to provide troubleshooting guidance and assistance for tech support team
Ensure all Tech Support SLA's are met for support requests
Mentor and train tech support staff based on CAO environment and Tech Support SOP's
Provide Assistant Director with feedback on performance, areas of improvement and training opportunities for Tech Support staff
Coordinate MACs (moves, adds and changes) for CDA, CCDA and ACH users including workstations, phones, Active Directory accounts & Exchange accounts.
Act as Administrator/SME for Microsoft System Center Configuration Manager including:
Development, design, and deployment of Windows OS upgrades
Review, testing and deployment of Windows security patches
Review testing and deployment of third party application patching/updates
Development, testing and deployment of Windows imaging for end user endpoints
Updating documentation of installation procedures
Act as Administrator/SME for PatchMyPC to include review, testing and deployment of third party application patching and updates

Oversee research, procurement and installation of computer hardware and peripherals including desktops, laptops, monitors, memory, hard drives, network & graphics cards, etc.
Oversee planning, procuring, configuration and deployment of workstations, laptops and printers for new users, as hot swaps, and as part of life cycle refresh
Monitor, analyze and test upgrades and release versions of Microsoft Office, Adobe, Chrome, etc. to keep client software current
Act as primary administrator and provide second-tier troubleshooting and support for Track-It, DRIVVE, Serv U, Extensis, and Portfolio
Manage and maintain end user hardware inventory in SCCM
Maintain end user software services catalogue and license information
Coordinate the secure disposal of all equipment at the end of each workstation refresh project
Prepare and submit daily technical support summary report to include: open ticket count; closed ticket count; open issues that need assistance; and status of assigned tasks and projects.
Maintain SOP content related to Tech Support, Track-IT and ServU procedures
Identify, develop, and deliver training for Office 365 productivity applications (Outlook, Word, Excel, etc.).
Act as on-call primary point of contact for after hours and weekend infrastructure issues for a one-week rotation every four to six weeks
Other responsibilities as assigned
QUALIFICATIONS:

Knowledge/Skills:

Expert knowledge of Windows 10 and Microsoft Office
Extensive Knowledge of computer hardware troubleshooting and repair
Intermediate-level knowledge of local area networks
Intermediate -to-advanced knowledge of Windows Server 2012/R2, Server 2016 and Server 2019
Intermediate -to-advanced knowledge of Office 365
Intermediate to advanced knowledge of Microsoft System Center Configuration Manager
Excellent verbal communication skills
Ability to organize, prioritize and manage multiple tasks
Ability to work independently with minimum supervision
Ability to maintain effective working relationships with colleagues
Education: Bachelor's Degree in Computer Science or Technology related field or Associates Degree in Computer Science or Technology related field with A+, Network+ and Security+ certifications.

Licenses/Certifications: A+ and Network + required; Security+ preferred

Years and Types of Experience: Five years experience in tech support which includes two or more years providing direct support to end users and supervision of two or more tech support positions. Exposure to network activities a plus.
To Apply:

https://app.jobvite.com/j?aj=oAe3lfwW&s=Catholic_Jobs