Team Lead
AECOM - Washington, DC

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Position Responsibilities :
· Troubleshoot operating system and Commercial off the Shelf (COTS) software related issues
· Provide knowledge management articles based on the resolutions being completed. If an incident is resolved, the process shall be documented for future resolution
· Support remote staff working in a USCIS office or teleworking
· Ensure IT services are rendered/tested on the day telework employee are in the office
· Be available to support pre/post application release
· Ensure staff is always in place to take the handoff from Tier 1 support and assist in meeting first call/contact resolution
· Provide and document policies and procedures for Tier 1.5 team to follow
· Develop and implement an SOP in accordance with Government standards
Position Qualification Requirements :
· Microsoft Certified Solutions Expert (MCSE)
· Help Desk Institute (HDI) Certification
· Comptia Networking +
· Comptia A+
· Comptia Project +
· ITIL Foundation certification
What We Offer
AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide. It's a place that values the diversity of our areas of practice and our people. It's what makes AECOM a great place to work and grow. AECOM is an Equal Opportunity Employer.

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