Rigil Corporation

Desktop Support Team Lead

Location

Bethesda

Type

Full Time

Role: Desktop Support Team Lead
 
About Rigil
Rigil is an award-winning strategy, technology, and products company committed to making life better for every individual and community we support. Founded in 2005 as a woman-owned business, on the premise: There is always a better way. A better way to serve customers, develop solutions, and foster a balanced working community. We value teamwork and strive to build strong leaders.
 
Location: Bethesda, MD 20892
Duration: Fulltime
 
Job Description: 

The Contractor is expected to provide End User IT Support Services including, but not limited to:

  • Deskside Support Services via on-site (in person), remote, telephone, and email, including support for scientific software and peripherals.
  • End user training for supported hardware and software.
  • Provide and support the Chief of ITOTS with strategic plans and initiative to meet highly evolving demands from customers and stakeholders.
  • Meet with customers, principal investigators, senior investigators and team members on a regular basis.
  • Provides IT training/overview for supported hardware and software as needed to customers.
  • Maintaining of all IT and AV equipment on all conference rooms and team room.
  • Imaging and configuring of new and/or existing workstation or laptop.
  • Configuring and deployment of mobile devices and tablets.
  • Configuring and troubleshooting of computer peripherals.
  • Software installation and configuration as needed.
  • Perform cyber security related tasks for remediation and patching.
  • Work together with IT Engineering and ISSO team for manual remediation of tasks and deployments.
  • Perform analysis and provide forecast of IT inventory estimate 6 months in advance prior to next fiscal year.
  • Performs and support for technology hardware refreshes of end user devices.
  • Provide Tier 2 Desktop Support and Tier 3 Scientific Engineering Support services via on-site (in person), remote, telephone, unified communication software such as MS Teams and via email, including support for scientific and non-scientific hardware and software, as well as scientific/research and non-scientific computer peripherals.
  • Perform technical troubleshooting and exceptional customer service for Mac, Linux, Windows, and desktop, laptop, iOS phone and tablet platforms, printers, multi-function copiers, fax, VoIP desk and soft phones.
  • Support for hardware refreshes of end user devices.
  • Support of desktop and laptop research/scientific and non-scientific hardware and software.
  • Support of fax, desk and soft VoIP phones, fax, network printers and multi-function devices (MFD).
  • Support of research/scientific and non-scientific computer peripherals and devices.
  • Inventory report of tracking and management of all hardware, software, peripherals, and accessories used by all staff.
Minimum Qualifications:
  • Experience with small team leadership
  • Experience with managing customer expectations and delivering the highest quality customer service
  • Subject Matter Expert in Mac, Windows and Linux operating systems
  • ServiceNow expertise for queue management and ticket fulfillment.
  • Experience in scientific computing end-user environment
  • Advanced knowledge and expertise in supporting scientific researchers and their specialized systems and equipment
  • Familiarity with scientific research methods and tools, capable of supporting the specialized needs of lab research staff.
  • Provide leadership and guidance to a team of desktop support technicians, including assigning tasks, monitoring performance, and providing coaching and mentorship. Serve as a subject matter expert and provide advanced technical support and troubleshooting for complex desktop and end-user computing issues.
  • Analyze recurring desktop support issues to identify root causes and implement solutions to prevent future incidents.
  • Maintain accurate and up-to-date documentation of desktop support processes, procedures, and troubleshooting steps to facilitate knowledge sharing and improve efficiency.
  • Subject Matter Expert in Windows and Mac enterprise computing in an Active Directory domain environment.
  • Familiarity with conference room AV equipment and infrastructure. Familiarity with Linux and virtual machines.
  • Familiarity with networking such as DHCP, Subnet, DNS, VLAN, wireless and LAN (local area network).
  • Familiarity with VoIP, fax, Muti-function copiers, large format printers, and other common IT peripherals.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: www.rigil.com

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