Desktop Engineer/Administrator

Desktop Engineer / Administrator

DC Area

Our client has an opening for a Desktop Engineer/Administrator to support the ESA V program. ESA V is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows engineering and maintenance, managed print services, ITSM, Account Management Services, Cybersecurity, Cloud technologies and other IT services.

We will be a key part of the team delivering workstation support and solutions for a mission-critical U.S. Government program that has a rapidly growing demand for information to be securely accessible anywhere, anytime, from any device.

The individual selected for this position will be a member of the ESA V Desktop Engineering team and the primary work location will be Washington, DC with the potential for up to 20% of work to be performed remote. This individual will work with client stakeholders to improve the capability and capacity of the workstation management service to reliably meet the needs of a mobile, geo-dispersed workforce. The successful candidate will have hands-on experience with managing a Windows 10 workstation environment; packaging, deploying and supporting software for Windows operating systems; managing printers; and providing Tier 3 end-user support.

You will work closely with the component Customer Relationship Manager, Desktop Engineering Team Lead, and customer stakeholders. You will be a part of the Desktop Engineering team on the following key tasks:

• Provide Tier 3 desktop engineering support.
• Complete incident tickets and service requests within SLA and in a modern tracking system
• Work closely with the Customer Relationship Manager to prioritize and complete customer requests.
• Package and deploy Windows workstation software in a hardened environment.
• Attend meetings with the customer as required.
• Provide written instructions for both workstation and application usage
• Provide weekly reporting of issues and projects
• Be able to troubleshoot and support Windows 10 workstations and software.
• Utilize Active Directory, Microsoft System Center Configuration Manager, and other tools to support a highly mobile and geographically diverse customer
• Work with security, infrastructure, networking, and applications engineering teams to implement and manage a workstation security strategy
• Support monthly and expedited patching of work stations, to include application of STIGS and emergency security updates as identified
• Provide white glove support to executive level customers
• Ability and willingness to work extended hours or modified schedule for planned and emergency work.

Education and Experience

A Bachelor’s degree from an accredited college in a related discipline, with 4-8 years of prior relevant experience; or a Master’s degree with 2 to 6 years of prior relevant experience. Additional years of experience and/or relevant certifications will be considered in lieu of degree.

Required Qualifications

• BS in Computer Science, Systems Engineering, or related technical field or equivalent experience with at least 4+ years relevant experience (2+ years with a MS/MIS Degree)
• 2+ years’ experience providing Tier II, III & IV support in a Windows-based environment
• Ability to work well with people from many different disciplines with varying degrees of technical experience
• Ability to express complex technical concepts effectively, both verbally and in writing
• Ability to work with a large diverse team supporting multiple customers in a shared team environment.
• Experience utilizing and supporting System Center Configuration Manager as well as end user workstation environments.
• Hands-on knowledge of Active Directory Group policy as applied to workstations
• Hands-on knowledge of end user workstations and technology to support end user workstations
• Experience with PIV and CAC authentication
• Provide support on a M-F business hours schedule in the eastern time zone
• Extended hour and weekend support on emergency basis.
• Excellent communication skills are required to effectively interface with customers up to the executive level.
• Ability to work on your own to successfully resolve issues while updating management.
• Ability to obtain and maintain a Public Trust clearance.
• Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information.
• Must be a U.S. Citizen

Desired Qualifications

2+ years of experience with workstation systems management systems (i.e. SCCM, Symantec Endpoint Manager, Intune, etc…) administration support

• 5+ years of experience in an operations role
• Government contracting experience, particularly with the DOJ
• Existing/current DOJ or DOD Clearance
• ITSM knowledge and experience, particularly with ServiceNow
• Extensive knowledge of Windows 10 operating system