IT Client Delivery Lead

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS148, T4, Band 7

Job-Specific Essential Duties and Responsibilities:

- Supervisory Responsibilities

o Lead the team in providing client services to the NETL user community

o Create daily tasking schedules for client services personnel

o Crosstrain personnel

o Research and suggest new methods to optimize and automate processes

o Perform general administrative duties such as timesheet approvals, performance reviews, and job aids- Associate's degree in information technology or related field, or equivalent experience

- Lead team in supporting client delivery activities that include:

o Endpoint Support

• Provide life-cycle support which includes but is not limited to imaging, deployment, maintenance, training, and documentation of client systems (computers and laptops), Deployment includes delivering the client system to the customer's work area when onsite and shipping when offsite; configuring and connecting the client system; and testing the client system for functional operation

• Manage and perform equipment relocation, expansion, and connection/disconnection of computer system hardware and peripheral devices including but not limited to surveying new installations and moving IT equipment as requested

• Provide integration and support for a variety of peripheral devices such as printers, scanners, external storage devices, and peripherals

• Support endpoint improvement projects such as annual workstation lifecycle replacements and operating system upgrades/migrations

• Provide troubleshooting and hardware repair support for NETL endpoints and peripherals.

• Provide on-site and limited remote repairs for desktop computers, laptops, smartphones, tablets, printers, monitors, and other peripherals, consisting primarily of component replacement

• Handle warranty support: determine if failed systems or components are under warranty; contact the appropriate manufacturer; obtain the replacement part(s); and return the defective system or component to the manufacturer in accordance with manufacturer's disposition instructions

• Provide level 2 support to resolve incident and request service tickets within the required service level agreement

• Comply with Property handling requirements to accurately account for the movement of computers, laptops, printers, monitors, mobile devices, and peripherals.

This includes but is not limited to issuing new equipment, return to stock equipment, and excessing equipment

• Collaborate with the Desktop Engineering Team ensuring accuracy of images deployed

o VTC and Meeting Room Support

• Provide Tier 1 and 2 support for standard conference rooms and VTC rooms to include problem identification, system troubleshooting and repair, maintaining spare parts, making repairs, escorting service providers, and coordinating equipment repairs

• Provide subject matter expertise to develop requirements for VT...