Address
Form of workClient: SMUD (Sacramento Municipal Utility District)
Title: Endpoint Engineer - RFP000126
Duration: 6 months
Location: Sacramento, CA
Responsibilities:
1. As a key member of IT Operations, contractor will be responsible for receiving and resolving or correctly routing all tier 2 and tier 3 desktop engineering incident and service request tickets. Contractor will be responsible for overall management of the ServiceNow desktop support queue, including accurate routing of tickets that they are unable to personally resolve.
2. In addition, contractor will install, configure, implement, test, automate, upgrade, repair, and maintain desktop software applications, and will coordinate with IT and third party vendors to resolve complex desktop hardware/software issues.
3. Contractor will provide prompt technical solutions and support regarding desktop computer hardware and software issues, will provide technical consultation to business units to minimize downtime, will utilize various diagnostic tools, and will coordinate desktop problem resolution activities among users, technical support teams, and/or vendors. Contractor will fully document all actions taken in ServiceNow, and more formally as required to ensure knowledge transfer. This position requires very strong troubleshooting skills, outstanding communication and collaboration skills, and laser focus on exceptional customer service.
4. Contractor must conduct knowledge transfer both formally and informally with IT Operations support staff and end users as required.
5. Contractor may also participate in projects, by assisting in project planning, reviewing and conducting work activities for projects, and providing technical expertise.
Minimum Years of Experience
Five (5) years' experience supporting enterprise desktop/laptop hardware and software.
Mandatory Requirements
• Five (5) years of progressively responsible work experience providing tier 2-3 support in enterprise desktop installations.
• Experience in supporting and maintaining desktop operating systems:
o Microsoft Windows, Microsoft 0365, Exchange and SharePoint online, Skype, standard web browsers, TCP/IP, Adobe products, Symantec/Altiris endpoint management and/or Microsoft SCOM and SCCM, antivirus and other security products, VPN/RAS/CITRIX, and ability to script using VBScript, PowerShell, and SQL.
• Strong ServiceNow knowledge and experience.
• Office 365 knowledge and experience including Exchange and SharePoint online
Technical Requirements
• Ability to quickly analyze and resolve desktop and laptop issues in a Windows Active Directory environment.
Desirable Qualifications
• Microsoft and ITIL certifications.
• Microsoft Skype, Teams, Planner, and conference room technology experience.
• Experience with VDI and/or DaaS.
• Experience building and maintaining desktop/laptop images, and demonstrated ability to design, support, and maintain active directory OUs and objects.
• Experience supporting mobile devices, including iOS, is a plus.
Assumptions
1. It is expected that the contractor will be available onsite to facilitate collaborative resolution of end user issues.
2. Contractor will need to be available Monday - Friday, 8am - 5pm.
