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Form of workJob Description
POSITION: Desk Side Engineer - Senior
PLACEMENT TYPE: 6 Mo contract to hire
LOCATION: McLean, VA - onsite
CLEARANCE REQUIREMENT: DOT Public Trust
Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust
PROGRAM MISSION: EITSS provides IT end user services, Infrastructure Services, Program management services and all manner of IT support to the 13,000 members and millions of users of Department of Transportation services.
MANAGER'S JOB DESCRIPTION:
- Deskside support Engineer with a minimum of 4 years of experience providing Desk Side support, acting as senior engineer specializing in troubleshooting of complex and advanced end-user issues with hardware and software in a diverse MS Windows environment.
- Provides Tier 2 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
- Need to be able to work independently and as part of a team.
- Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting.
- Perform IMAC procedures and lifecycle refresh activities.
- Familiarity with ServiceNow a plus; provide updates in ITSM system to document problem resolution progress and meet SLAs.
- Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.
- Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration and domain administration.
- Must possess a Degree. High School Diploma may be substituted with 6 additional years of related experience.
- HDI Technical Support Professional required within six (6) months of employment.
- Duties: Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues.
- Troubleshoots complex issues.
- Updates status of queued service requests with the IT service management system.
- Certifications desirable but not required include A+, Net+, Secure+, ITIL V4.
- Must be reliable and have independent transportation.
Top Qualifications, Skills, Experience or Certifications:
1. Deployment of customer hardware and software
2. Troubleshooting IT issues
3. Problem Resolution IT support to end users
Job Role Specific Requirements:
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.
Customer service and communication skills
Remote and Deskside Experience troubleshooting hardware and software issues
Troubleshooting Microsoft Windows
Installation and configuration of new machines in a Windows environment.
Smart cards / PIV cards (general knowledge)
Experience with Office 365, VPN, Active Directory, Thin Client
Provide Remote Tool Support
Conference Room / VTC Setups
HDI Desktop Tech
EDUCATION AND EXPERIENCE REQUIREMENT:
- Must possess a High School Diploma. Degree may be substituted with 6 additional years of related experience.
- Must have a minimum of 4 years of experience providing Desk Side support, acting as specializing in troubleshooting complex and advanced end-user issues with hardware and software.
- Must have a broad base of knowledge and be fluent in multiple IT disciplines such as computing and networking.
