Teams at Optimal Networks

Provide Tier 1 remote and hybrid technical support by troubleshooting end-user devices, desktop OS (Windows/Mac), productivity and SaaS apps, identity management (AD, MFA), and networking basics; document incidents in ITSM, update users, escalate to higher-tier teams, and create knowledge articles to improve service.

Provide onsite network and systems support for clients in the Washington DC area, troubleshoot and resolve network issues, document changes, participate in projects and on-call rotation, and design/implement solutions to meet client objectives.

Manage a portfolio of IT projects from scoping through delivery. Coordinate teams and third-party contractors, track KPIs, apply PMBOK methodology, maintain documentation, communicate with clients, and resolve technical delivery issues.