Desktop Imaging Tech Lead

Encantado is seeking a Desktop Imaging Team Lead to support a major national laboratory.

The Desktop Imaging Team Lead is responsible for leading a small team tasked with imaging new desktops, laptops, and thin clients into the environment. This involves the planning, coordinating, and execution of all computers to ensure they are correctly imaged, configured and secured. Generate reports and status updates to management regarding imaging and hardware related issues. Perform triage and resolutions for imaging and hardware related issues and escalate to appropriate IT support group as needed. Maintain documentation of imaging process, configuration, and troubleshooting steps.

Perform customer common operating environment images on all new desktops, laptops, and thin clients which include Windows and Mac.
• Will appropriately document all required information in the ticketing and tracking system, as necessary.
• Identify opportunities to improve imaging processes and implement best practices to enhance efficiency and effectiveness.
• Provide technical support for imaging-related issues, including triage and resolving hardware and software problems.
• Participate in the hiring activities for the team, training, mentoring, and support of new team members.
• Ensure that the system is appropriately secured (case is locked, password protected, etc.)
• Provide prompt initial response to all assigned service requests, ensuring the standard performance requirement is met or exceeded.

• Associates Degree in Computer Science, Information System, or related field of study plus two years of related work experience. In lieu of a degree an additional 3 years totalling 5 years.
• U.S. Citizenship is required per contract to obtain and maintain a U.S. Department of Energy Q clearance.
• Should be trained in the prevailing operating system(s) & hardware systems used at the client site.
• Demonstrate formal customer service & technical training.
• Possess experience with equipment & software installation & upgrades.
• Due to the nature of the work & its location, U.S. Citizenship is required.
• Possess 2+ years of demonstrated PC support, diagnostic/troubleshooting & repair experience.
• Leadership Skills: Demonstrate the ability to motivate and develop team members.
• Problem-solving: Strong analytical and troubleshooting skills
• Communication: Excellent verbal and written communication skills
• Teamwork: Ability to work effectively in a team environment and collaborate with other IT professionals.

Desired:

• CompTia Certifications, such as A+ or Network+ are desired.
• Microsoft Certifications, such as MCSA Windows is desired.
• Apple Certifications, such as ACSP or JAMF Certs are desired.
• Technical Knowledge: Proficiency with different OS, hardware components, and BIOS/UEFI settings.

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2024.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.