| Position Title: | Desk Side Engineer Sr. |
| Location: | Washington, DC |
| Position: | Full-Time |
JOB SUMMARY
This position is in Washington, DC at a Federal Government Agency Headquarters’ Building and is assigned to provide the below described services in support of the Desktop Engineering team. The candidate will be assigned to the Tier2 Desktop Engineering team and serve as a Desktop Engineer focusing on supporting customer requests and on the requests for technology refresh (replacement and upgrade of current desktops or laptops). The work is performed in a Microsoft Windows environment. Desktop Engineering / Customer support activities are performed within the Agency’s Headquarters building in Washington, DC.
HIGH PRIORITY QUALIFICATIONS, SKILLS, EXPERIENCE, CERTIFICATIONS
The support will range from simple to complex system issues and may include VIP support requirements.
The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills, scheduling, and the ability to document processes. Strong skills with imaging machines and troubleshooting during the image process are a plus.
SKILLS/COMPETENCIES
- Customer service and communication skills
- Troubleshooting Microsoft Windows 10
- Installation and configuration of new machines in a Windows environment
- Dell Hardware
- Imaging
- Smart cards / PIV cards
- Experience with Office 365, VPN, Active Directory, Thin Client
- Provide Remote Tool Support
- Conference Room / VTC Setups
- HDI Desktop Tech Certification
- ITIL V4
JOB ROLE SPECIFIC REQUIREMENTS:
Duties: Performs day-to-day activities required to provide Tier 2 support to end users, to include, move/add/change of end user equipment, software install and upgrades, and general troubleshooting and problem resolution.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Must have a minimum of 5 years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
PREFERRED SKILLS
- Familiarity with BMC Remedy
- Familiarity with Service Now
- Technical Writing
