Leads onsite IT support for TSA personnel in Albuquerque, resolving escalated tickets and critical system issues, maintaining reliable services, and guiding junior engineers. Supports computer and network administration across operating systems, mobile devices, desk-side tasks, and deployments while improving service quality and knowledge base documentation. U.S. citizenship is required to attain and maintain a DHS/TSA clearance.
Responsibilities
- Lead site-level IT support and resolve escalated tickets and critical system issues.
- Maintain operational uptime and reliable IT services.
- Mentor junior engineers and implement IT best practices.
- Provide computer, network, operating system, and mobile device support.
- Manage and document tickets, evaluate service performance, and optimize systems.
- Improve service delivery and refine knowledge base articles using lessons learned.
Required Skills
- IT field support
- IT service request fulfillment
- Network administration
- Computer systems administration
- Multi-operating-system support
- Mobile device support
- Desk-side support
- Technology deployment
- Ticket management and documentation
- Advanced troubleshooting