Inserso Corporation is seeking a Senior Technical Recruiter. This is an onsite position and can be based at one of the following locations: Alexandria, VA; Chantilly, VA; Fairfax, VA; Lorton, VA; Reston, VA.
The Senior Technical Recruiter will lead onsite and remote Tier 2 support that requires prompt action and quick resolution of user IT issues to minimize downtime. These IT issues include hardware, software, applications, network diagnostics, cloud, and other IT services, as requested.
The role involves managing a team that provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity, and end-users in a Service Desk supported Tier II environment. This position requires following instructions and pre-established guidelines while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.
Responsibilities:
* Plans and develops methods and procedures for service delivery to the end users, directs and coordinates projects, and exercises control over personnel responsible for specific functions or phases of the service delivery program.
* Serves as a designated manager to technical leads and systems engineers, including project/task delegation, monitoring work quality, and providing technical direction.
* Supports technical escalations and facilitates technical training and mentoring for new employees.
* Acts as senior technical point of contact and overall go-to person for assigned key customer(s).
* Prepares and submits monthly, weekly, daily, and ad hoc IT service-related reports and/or data calls.
* Leads team meetings with technical leads, engineers, external support groups, and client IT management.
* Coordinates and provides LAN administrator support with the installation, configuration, and maintenance of network communication devices, servers, network storage arrays, and tape backup units.
* Provides support for network attached devices such as computers, printers, fax machines, biometric devices, and sensors.
* Identifies work product deficiencies and implements effective solutions to improve service to customers.
* Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets.
* Updates tickets following documentation templates and/or guidelines to ensure quality requirements are met.
* Provides daily, weekly, and monthly activity reports describing activities accomplished in a timely manner.
* Participates in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events.
* Analyzes functional business requirements and design specifications for functional activities.
* Effectively contributes to technical discussions and develops and presents required briefing materials to ensure the customer’s needs are met.
* Identifies and fixes problems within existing systems, enhances existing systems, and participates in analysis, design, and new construction of next generation IT systems.
* Manages client interaction and expectations regarding service delivery efforts while developing lasting relationships with client personnel and other support groups.
* Identifies operational risks and develops mitigation strategies.
* Ensures consistency and quality of service delivery efforts and deliverables within assigned area of responsibility.
* Must possess experience in system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS, and middleware.
* Reviews and approves timesheets, expense reports, and travel requests.
* Drives the hiring process to ensure continual progress, identification of positions at risk, develops a pipeline of candidates, performs technical interviewing, and issues staffing recommendations.
* Provides performance management by conducting effective evaluations and mentoring team members.
* Provides evaluation, training, coaching, and mentorship of system engineers.
* Fulfills routine and ad-hoc technical and service-related reporting requests.
Required Skills/Experience:
* Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
* Associate Degree or equivalent experience.
* 10 years of IT-related support experience, preferably through progressive technical roles.
* 3 years’ experience of IT support in an Enterprise environment (10,000+ end-users).
* 1+ year experience in a lead technical role or supervisory position supporting a group of 5 or more.
* Solid understanding of ITIL principles and ability to obtain ITIL certification within 90 days of start.
* Experience evaluating system performance results and recommending improvements or optimizations.
* Experience functioning as a technical expert across multiple project assignments.
* Attention to detail and follow-through.
* Ability to work with minimal supervision.
* Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required.
* Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons, or jails.
Preferred Skills/Experience:
* Possesses and applies expertise on multiple complex work assignments requiring originality and innovation.
* Ability to apply comprehensive knowledge across key tasks and high impact assignments.
* Experience planning and leading major technology assignments and projects.
* Subject matter expert with setup, configuration, and administration of servers and backups.
* Experience performing IT hardware repairs and installing replacement parts.
* PMP, MCSE, A+, Security+, Project+, or other relevant certifications.
Physical and/or Mental Qualifications:
* Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical specialists.
* This work requires that an individual position themselves to access computer and related equipment connections and be able to transport objects or equipment weighing up to 50 lbs.
EOE, including Disability/Vets. Reasonable accommodation will be made for qualified individuals with a disability.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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