Bim Lead

Ready to put your IT skills to work on urban construction projects? Are you great with people and have willingness to work hard to get the job done? Parsons is now hiring an IT Support Technician, Lead with a desire to work in a support role alongside the Project Manager on various IT projects that enhance the fabric of our community.

**Responsibilities**:
Remotely troubleshoots software and hardware questions, issues, problems and failures, focusing on more complex or challenging issues, questions and problems.
Activities include recognition, research, isolation, resolution, and followup actions.
Identifies those incidents, questions, issues and problems that are beyond the scope of the Service Desk work group and refers those to higher level IT staff members or to other IS groups for resolution.
Provides general information to end use rs, in response to questions and other requests for information.
Verifies that end users know relevant Parsons policies, procedures and standards for the use of individual computers and associated hardware and software.
Recommends changes to existing procedures or participates in developing new ones.
Gives technical direction and training to less experienced work group team members.
Provides feedback and input on staffing and performance issues for individual members of the Service Desk work group.
Assures that all activities are documented and reported according to Parsons and IS standards.
Regularly follows up with end users to ensure that reported questions, issues and problems have been resolved to the user's satisfaction.
Works with vendors and thirdparty providers to imp lement service desk tools and technologies; monitors function and use of the tools, to assure that they are meeting the Service Desk needs and requirements.
Identifies areas where the products are not meeting Parsons needs and works with vendors to bring the products into conformance.
Performs as a Subject Matter Expert (SME) for multiple IT roles and mentors Service Desk Staff in developing similar IT SME Skills.
Manages Oncall Schedule for the Service Desk and provides training for Service Desk Staff in performing these duties.
Approves High Severity Incident Ticket Creation and provides oncall support for approvals.
Serves as a backup for the Service Desk Supervisor.

Qualifications:
High school diploma or equivalent and 6+ years of related work experience providing support to end users or working in an IT support role (or an equivalent combination of work experience and education)
Multiple Microsoft or Cisco Certifications appropriate for position is required
ITIL Certification is required
A thorough knowledge of the MIS environment and a full functional knowledge of the assigned IT area(s)
Excellent customer service skills
Demonstrated ability to identify, analyze and resolve advanced technical issues, questions and problems with the standard Parsons hardware and software configurations
Ability to lead and mentor a small team in performing regular maintenance, upgrades and installations and in troubleshooting com mon issues, questions and problems with Parsons standard workstation configurations
Ability to recognize and resolve relatively complex issues, questions and problems in the MIS environment and with Parsons standard workstation configurations
Written and oral communication skills appropriate for the position, including the ability to speak very well in basic professional situations and present technical data in a logical manner that is easy to understand (may include communication via telephone, in person, or presenting to small groups)
Communicates with a wide variety of individuals (employees and managers) throughout the organization and outside of the organization (i.e. clients, vendors).

**Minimum Clearance Required to Start**:
Not Applicable/None

Parsons is an equal opportunity employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran.