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Desktop Support Technician 3 (Team Lead) job in Kensington at CICONIX, LLC

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Desktop Support Technician 3 (Team Lead) at CICONIX, LLC

Desktop Support Technician 3 (Team Lead)

CICONIX, LLC Kensington, MD Full-Time

Our team is seeking a Desktop Support Technician to provide quality and timely service to USAMRIID customers for a wide range of IT hardware, software and network support. This on-site technical support for desktop/laptop computer systems includes setting up of new desktop/laptop systems, migration of old computer files to new computer, and remedial maintenance of existing systems. Our team will provide remedial maintenance such as troubleshooting, servicing, and/or repairing desktop/laptop hardware equipment to return to an operational and functional state as defined by the original equipment manufacturer.

Acts as Team Leader for the Desktop Support Section. Demonstrated experience with independently configuring and installing desktop and laptop systems and install applications on systems. Desired experience with troubleshooting and repairing systems and applications installed on desktop and laptop systems. Aids with organizing, prioritizing, assisting, and giving directions to the help desk team in meeting the day to day support requirements. Desired experience in organizing, prioritizing, and assisting with daily technical support in organizations with different support requirements. Desired experience with maintaining documentation for procedures and processes, as well as, maintenance logs and equipment databases.


  • Using MEDCOMs Enterprise Service Desk (ESD) Internal Service Request (ISR) system software Remedy, receive call tickets from the Help Desk, adhering to prioritization of calls, updating Remedy tickets with clear and cogent comments regarding tickets and closing tickets in Remedy. Remedy tickets include installing hardware and software components purchased as upgrades or additions to the existing IT system.
  • Provide timely response to tickets assigned. Average time between open and closed will not exceed 40 hours, No Ticket will go unedited for 24 hours, and all tickets over 5 days old will be escalated to the department chief. Contractor shall provide on-call support during non-business hours
  • The USAMRIID Help desk currently completes 11,055 tickets per year. Each
  • technician is expected to complete (close) an average of 100 tickets per month. (Average Time to Resolution)
  • The Team Lead will Act as the communication channel between the government COR/TCOR and contract personnel within their section.
  • The Team Lead will receive tasks from IMD management and assign these tasks to a member or members of the section.
  • The Team Lead will provide weekly section status reports to IMD management. This section Team Lead will consult with other section Team Leads to solve problems.
  • The Team Lead will ensure that work tracking tools (Remedy, Project Tracking System) reflect current status of work performed.
  • Maintain baseline and computing environment certifications based on current Army Training best business practice.


  • Will be coded as IT-II. Under AR25-2, IT-II coded position will require a NACLC-SF 86 08B investigation and form type for contractors

Recommended Skills

  • Databases
  • Help Desk
  • Information Technology
  • Maintenance
  • Problem Solving
  • Requirement Prioritization
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