Resumes must include information which demonstrates experience and knowledge, skills, and ability (KSAs) as they relate to this position. Applicants are encouraged to be clear and specific when describing their experience level and KSAs. A qualified candidate possesses the following: 4 years of progressively responsible, specialized experience in the planning and delivery of customer devices, system configuration, patching, supporting deployed devices, troubleshooting, customer assistance and/or training in response to customer requirements Knowledge of managerial practices and teambuilding concepts. Knowledge of and skill in applying Tiered Customer Support in helpdesk systems to assign, monitor and complete helpdesk tickets. Knowledge of CNIC's organizational structure, functions, and mission. Knowledge of industry-standard and organizationally accepted business and systems analysis principles and methods in IT customer support. Knowledge of life cycle management concepts and skill in applying their application to the organization's current and future systems. Knowledge of and skill in supporting business, patron and non-official devices and systems to achieve end user device functioning at optimal level to meet mission requirements. Knowledge of and skill in creating a secure image and imaging and provisioning computers and systems to achieve end user device functioning at an optimal secure level to meet mission requirements. Knowledge of and skill in understanding organizational business processes and operations. Knowledge of and skill in translating customer requirements into workable and cyber secure compliant solutions. Skill in collaborating with customers and staff to identify and solve problems. Skill in querying databases and other data sources, cleansing and normalizing data, preparing analysis and presenting data in an effective format using available technology tools. Skill in providing leadership to team members. Skill in team building. Ability to make helpdesk processes and operations recommendations for improvements. Ability to perform the full range of Lead duties. Ability to communicate effectively both orally and in writing.