Job: Service Desk Technical Lead

Why Choose AECOM? AECOM is a global provider of professional technical and management support services to a broad range of markets, including transportation, facilities, environmental, energy, water and government. With approximately 45,000 employees around the world, AECOM is a leader in all of the key markets that it serves. AECOM provides a blend of global reach, local knowledge, innovation, and technical excellence in delivering solutions that create, enhance and sustain the world’s built, natural, and social environments. A Fortune 500 company, AECOM serves clients in more than 100 countries and had revenue of $7.0 billion during the 12 months ended Dec. 31, 2010. More information on AECOM and its services can be found at www.aecom.com.

About the Business Line Government We have the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. AECOM Government Services supports the U.S. federal government with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.
Job Description The Service Desk Technical Lead is responsible for operating and maintaining an AF Enterprise Help Desk (HD) providing Level 1 support to local customers and Level 2 support to customers from various locations worldwide. Services provided include: Field trouble calls, prioritize workload, incident escalation, client standardization, PC imaging and troubleshooting, trouble ticket management, active directory account management, and the escalation of problems to Level 3 support agencies. Strong customer service orientation is required supporting end users in accessing and using computer systems and business applications, responding to and diagnosing IT problems through a variety of means, such as phone conversations, desktop visits, or remote control technology.

The Technical Lead will provide strong technical expertise in Active Directory, Messaging, and Infrastructure boundary protection to, and supervise a team of, HD technicians. He will maintain a master training plan, provide on-the-job training, and perform as the knowledgeable liaison to the Directory Services, Messaging and Collaboration, SharePoint and Remedy, Boundary, Infrastructure, Network Security, Change/Configuration Management and Cyber Space Defense teams.

The Technical Lead will be responsible for: maintaining current and historical troubleshooting and resolution data; provide trend analysis from statistical information; ensuring the smooth deployment of Air Force standard desktop configuration (SDC) for local users; and SDC problem resolution for Level 2 customers. The candidate will conduct problem identification, research, isolation, resolution, and follow-up assuming the timely closeout of trouble tickets in Remedy ticketing system and coordinate additional support as needed to ensure problem resolution, and customer satisfaction.

Technical Lead will research tools and technical resources to resolve problems and create workarounds. Candidate will ensure Service Desk roles and procedures embrace the ITIL framework of Event Management, Incident Management, Requests Fulfillment, Problem Management and Access Management.

The ideal candidates must be able to successfully pass a Drug Test. He must also have an active DoD Secret Security Clearance.

QUALIFICATIONS:
Mandatory:
· ITIL V3 Foundation certification
· A+, Network+, Security + certification
· Seven years of progressive technical and help desk experience on an enterprise level network
· Experience in troubleshooting Microsoft network OS software within the past 2 years
· Sound working knowledge of BMC Remedy Trouble Ticketing System

Desired:
· MCP, MCSE, Helpdesk certification
· CISSP certification

· 5+ years IT enterprise network experience or a Bachelor’s degree in Computer Science or Information Technology discipline

Government We have the international presence, personnel networks and procurement infrastructure to deliver support for any mission, anywhere. We optimize the reliability, availability and sustainability of equipment, logistics systems and facilities for clients around the world. AECOM Government Services supports the U.S. federal government with worldwide program management, planning, design, operations and maintenance, logistics, aviation services, security, international development, environmental and civil engineering and mission and intelligence support.
What We Offer AECOM employees around the world enjoy a wide range of benefits and competitive compensation package. AECOM is much more than just a place to work. It’s a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It’s a place where you can apply your skills to some of the world’s most challenging, interesting, and meaningful projects world wide. It’s a place that values the diversity of our areas of practice and our people. It’s what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

https://jobs.aecom.com/1033/ASP/TG/cim_advsearch.asp?partnerid=20052&siteid=5022
Requisition/Vacancy No. 65591BR