Customer Support Task Lead - ESM

Enterprise Solutions and Management (ESM) is a rapidly growing government contractor that provides strategic IT services that meet mission needs for Defense and Federal customers. We are hiring a Customer Support TL for an exciting opportunity located in Ashburn, Va.

Job Description and Responsibilities

Exciting opportunity supporting a Department of Homeland Security (DHS) U.S. Customs and Border Protection (CBP) environment consisting of approximately 75,000 business users using CBP approved Windows or Mac baseline operating systems (OS). The program delivers Engineering, Operations, Cybersecurity, and Service Management in support of a) Windows 10 and Windows 11 platforms managed using Microsoft Endpoint Management solutions, Microsoft Endpoint Configuration Manager (MECM) and Microsoft Intune in a hybrid joined Azure and on premises co-managed Active Directory; and b) MacOS environment (MacOS Monterey, Big Sur, Catalina) using the Casper Administration Management (CAM) and JAMF mobile device management system. JAMF leverages on premises Active Directory for the management of devices.

The primary responsibilities of this role include:

• Provide the full range of support required to support the "General Support System" (GSS). The GSS is defined as the primary Information Technology (IT) infrastructure used by CBP to support the daily business functions, platforms, and applications that collect, process, disseminate, and store information to support the agency's mission. This will include activities related but not limited to the following:
• Resolve submitted incidents, requests, and tasks (or other submitted requests) through CBP's approved tracking systems such as ServiceNow; to include management of all queues as identified by government leadership.
• Manage and respond to support inquires sent through CBP messaging systems such as the Government managed group mailboxes or collaboration systems such as Microsoft Teams.
• Perform workflow management utilizing systems such a ServiceNow, Jira, and Azure DevOps.
• Develop and maintain documentation to include installation instructions, known issues and associated work arounds, supplemental user guides, documentation of systems and/or processes utilized in testing and integrating workstation changes, and any other documentation as identified/deemed appropriate by Government leadership.

Required Knowledge, Skills and Abilities (KSA)

• Lead coordination, management, and execution of service management activities; provide input to management activities
• Support ServiceNow workflows, end-user communications; coordinate service provisioning and incident/ problem resolution
• Direct experience providing Tier I-II customer support, workflow management using ServiceNow, Jira, and/or Azure DevOps

Desired KSA

• Be a positive, self-motivated, and proactive person with the ability to adapt to change and tolerate stressful situations
• Candidate must communicate effectively with team members, team lead, management, and government customer
• Must have the ability and desire to research and develop creative solutions to unique problems with minimal supervision

Minimum Training, Education, and Certifications

• Computer Hardware Engineer; Experience: 3
• We apply the following substitution guidelines:
  • No diploma plus 2 years' experience equals a High School (HS) diploma
  • HS diploma plus 2 years' experience equals an Associate's degree
  • Associate's degree plus 2 years' experience equals a Bachelor's degree
  • Bachelor's degree plus 2 years' experience equals a Master's degree

Minimum Clearance

• CBP Background Investigation

Physical Requirements

• Required to stand, walk and sit; communicate verbally both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision and the ability to adjust focus.
• Physical demands associated with this position may include extensive walking (including stairs) throughout offices and between buildings. May require use of personal or Government vehicle to drive to local and/or remote office locations.

Additional Requirements

• Other duties as assigned.

ESM provides equal employment opportunity to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin or ancestry, disability, genetic information, veteran status, gender identification or any other characteristic protected by state, federal or local law.