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Client Support Administrator (CSA) Technical Lead

Blackstone Talent Group

Today
Secret
45
Unspecified
Colorado Springs, CO (On-Site/Office)

Blackstone Talent Group, an award-winning technology consulting and talent agency, is seeking a Client Support Administrator (CSA) Technical Lead to join our Client's team.

Description of Duties:

The MIT Client Support Administrator (CSA) Technical Lead supports the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract.

The candidate will:
  • Implement and maintain various enterprise and mission IT systems and serve as an interface to the supported community users.
  • Provide guidance, direction, and training to other technicians in the group.
  • Develop and implement system documentation and operation procedures. Identifies and corrects processing anomalies.
  • Maintain visibility of Task Order (TO) specific break/fix (Service Desk) and sustainment efforts to coordinate CSA resources where needed, including the In and Out, Moves and Change (IMAC) team.
  • Develop, implement, and sustain MIT CSA training standards, to include MIT Service Desk, MDARTS Remedy, and break/fix SOPs.
  • Monitor and respond to multiple communication channels to ensure customers' unique mission needs are being met.
  • Coordinate with the MIT CSA Lead to understand and facilitate communication of Enterprise IT outages to CSAs and MIT leadership as required.
  • Serve as a technical expert in the area of client support administration for MDA systems specific to MIT areas.
  • Using MIT requirements, establishes and maintains an active baseline, and assists in developing future needs by proactively researching modernization solutions.
  • Use Remedy, Power BI, and other metrics tools to monitor the MIT IT baseline; respond and report any anomalies or new issues that need to be addressed.
  • Be a Subject Matter Expert (SME) to provide higher-level troubleshooting for IT-related issues impacting MDA systems specific to MIT.
  • Ensure that TO TO-specific software requests are tracked and installed as requested by the supported customer base.
  • Work with EIT and MIT CSAs to develop alternate solutions to break/fix issues as required.
  • Coordinate with CSA Team Lead and Service Desk Leads to maintain the MIT CSA Knowledge Repository.
  • Manage and execute testing requirements on new hardware/software to ensure functionality with MIT and MDA environments.
  • Responsible for MIT CSA Remedy queue management, including stale ticket follow-up, ticket distribution, and Remedy queue quality control checks.

Basic Requirements:
  • Must have 5 years of IT experience
  • Must have a DoD 8570-approved IAT Level II or IAM Level I Certification
  • Must have an active DoD Secret or higher Security Clearance

Desired Requirements:
  • Have Missile Defense Agency or Department of Defense experience
  • Have experience with DoD and DISA Information Assurance programs.
  • Have experience with Virtual Desktop Environment Support.
  • Have experience with storage appliances configuration.
  • Have experience using the Remedy software action request system.
  • Have experience with Microsoft Endpoint Configuration Manager (MECM).
  • Have experience with audiovisual systems.
  • Have a degree in an IT or engineering-related discipline.

Security Clearance Required: Secret

Blackstone Talent Group is a wholly owned subsidiary of Blackstone Technology Group, a global IT services and software firm that implements technological solutions across commercial industry verticals and the US Federal Government. Blackstone's global talent augmentation practice was founded in 1998. Blackstone Talent Group has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in providing clients the best talent across a variety of industries and sectors.

EOE of Minorities/Females/Veterans/Disabilities

Pay Range: $45/hr-$55/hr
group id: bstone
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About Us
Blackstone Talent Group is a division of Blackstone Technology Group with offices in DC, Denver, Colorado Springs and San Francisco. We specialize in providing clients with the best talent in the industry and serve commercial, government and non-profit clients across the US. Blackstone Government Services specializes in building high-performing IT teams for federal civilian, DoD and intel agencies.
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