Address
Form of workPOSITION RESPONSIBILITIES
Note: All official drafts, documents, and recommendations, as listed below, must be reviewed, finalized, and approved / accepted by appropriate BPA manager or other federal personnel with the authority to do so.
Serve as a System Administrator - performing setup, installation, and maintenance of servers in an enterprise Information Technology (IT) environment.
Support customers directly; resolving desktop, application, and related hardware challenges in a Citrix shared desktop / VDI environment.
Install and administer Microsoft Operating Systems including planning and implementation of patches supplied by vendors for security and bug fixes.
Research, sequence, patch, and deploy applications via Microsoft App-V.
Research and prepare applications for deployment via Microsoft SCCM.
Research and prepare applications for delivery via Citrix XenApp/XenDesktop.
Package in-house developed and commercial type applications using Flexera AdminStudio and InstallShield packaging software following an established process and workflow.
Build application installation packages in Microsoft Windows Installer (MSI) and Microsoft Windows Transform (MST) format.
Re-package desktop applications, upgrades, and utility software using Flexera AdminStudio.
Work with development and system subject matter experts (SME) to automate application installation.
Perform security baseline testing on new software titles or new versions.
Draft, edit, and update process and technical support documentation.
Adhere to existing processes and procedures, best practices, and work instructions.
Mark documents and maintain filing system(s), files, emails, and records in accordance with compliance requirements. Share and disperse documents only to appropriate personnel (those with a Lawful Government Purpose (LGP) to know). Mark and maintain all official records in accordance with the Information Security (INFOSEC) and Information Governance & Lifecycle Management (IGLM) standards and procedures. Validate official records are accurately maintained for auditing purposes.
Troubleshoot calls from the IT Service Desk and start the resolution process, coordinating with other subject matter experts as required:
Solve technical issues in a professional manner or escalate in a timely fashion.
Provide 3rd tier/advanced technical support related to desktop technologies.
Understand the IT working environment sufficiently to explain technical issues and solutions to a wide range of technical and non-technical clients.
Prioritize work with a focus on client satisfaction and follow through.
REQUIREMENTS
Education & Corresponding Experience (required on matrix)
Bachelor's degree in computer science, Information Technology, Engineering, or a related technical field is preferred.
3 years of experience is required with an associate or bachelor's degree in applicable fields.
5 years of experience is required without a degree or applicable degree.
Applicable Certifications may count for 1 year of experience.
Experience must include direct work experience in Information Technology performing System Administration.
Required Technical Skills & Experience (required on matrix)
1 year of experience with PowerShell (or equivalent scripting tool).
1 year of experience packaging desktop software applications for delivery using a centralized software distribution system (Microsoft System Center Configuration Manager).
Proficiency in the use of Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
Experience with office automation/production software (e.g., Adobe DC).
Preferred Skills & Experience (optional on matrix)
Experience packaging and delivering applications via Microsoft App-V.
Preparing desktop software applications for delivery via Citrix XenApp and XenDesktop.
Resolving application packaging and delivery issues.
Conducting thorough Quality Assurance (QA) testing.
Excellent problem solving and troubleshooting skills with commercial and in-house developed software applications.
Experience in troubleshooting Microsoft Windows 10 & Windows 11 in an enterprise environment.
Additional Requirements (not required on matrix)
Valid U.S. Driver's License is required.
