Senior Customer Support Administrator

*ONLY applicants with an ACTIVE SECRET SECURITY CLEARANCE will be considered*

All Lines Technology has an immediate opening for a Senior Customer Support Administrator in Manhattan, NY! This person will be a member of the team supporting a new enterprise-level initiative to modernize DEA’s IT systems and networks, enhancing security, usability, and accessibility to more effectively and efficiently support mission requirements. Bluestone will deliver an enterprise-level capability consisting of an integrated organization, innovation, business analysis, development, operations, engineering services, solution architecting, software/ hardware release management & maintenance services, new cloud-based solutions, and next generation network options.
Duties and Responsibilities

• Provide outstanding support to DEA users.
• Deliver desk-side support to users.
• Support regularly scheduled backups, network storage allocation, and preventative maintenance.
• Support Microsoft Windows environments, repair/replace system peripherals, and maintain configuration management data and documentation.
• Install software patches, updates, and upgrades.
• Maintain operability of the UPS.
• Troubleshoot and resolve communications equipment problems, network hardware and software problems.
• Monitor network traffic and optimize network performance.
• Maintain remote user assistance capabilities, internet connectivity for standalone workstations and provide technical assistance to relocations and moves.
• Create, update, and track service call requests.
• Share knowledge with more junior team members.
• Report team and individual performance to SLAs and KPIs.

Position Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or Business. Significant equivalent experience or training may be substituted in lieu of degree.
• Secret Clearance.
• Ability to work in a team environment.

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