Description
The candidate for this position will provide technical support for hardware and software. This position will deliver high-quality service to end users and ensure service support and delivery are in place to meet the agency's business needs.
Duties
- Taking care of level 2 tickets (and level 1 when necessary ex: answer phone, create tickets). Tasks include but not limited to: onboarding new staff (equipment deployment), offboarding staff, training state staff, providing support for issues that need to be escalated and completed in a timely manner.
- Utilize PowerShell scripting to maximize productivity of platform management.
- Administer corporate mobile device management solution.
- Maintain platform security and compliance in alignment with agency's cyber security program to protect data.
- Test Group Policies and updates for endpoint OS.
- Utilize standard enterprise tools to develop or implement infrastructure hardware, software, or other technical components.
- Provide preventative maintenance, troubleshooting and quickly resolve routine problems to ensure infrastructure stability.
- Work alongside business operations teams, project management teams, and additional IT teams to coordinate work efforts and establish processes.
- Perform system software and hardware upgrades and changes; including planning, scheduling, testing and coordination.
- Monitor, measure, and test current/new infrastructure products and services.
- Perform operational, project, and support tasks with little to no supervision, while meeting or exceeding SLAs and performance expectations.
- Develop and ensure deployment documentation such as design and environment specifications, user and technical manuals, and process documentation.
- Use of remote access technologies (VPN, terminal services)
- Collaborate with internal and external application support, systems infrastructure, security, network, telecom, and service desk departments to deliver the best desktop experience to the enterprise.
Mandatory Requirements
- Experience (5+ Years)
- Works in the field of Information Technology, experienced in the usage and support of a collection of development platforms, technical architectures or business applications and products that run on those platforms - beyond that of a Programmer.
Requirements
- This is an 100% Onsite.
- 36 Months experience in the field of Desktop Support.
- 36 Months experience with technical approaches in design, build testing, and debugging problems.
- 36 Months experience in mobile device management (MDM) solutions.
- 36 Months experience with Active Directory group policy standards
- 36 Months experience with Networking concepts (DHCP, VLANs, ACLs, Firewalls, etc).
- 36 Months of Windows 7 & 10 experience including 64 bit operating systems.
- 36 Months of scripting language experience - Power Shell preferred
- 36 Months of experience with client-based security management tools including anti-virus, PKI, HDD encryption, and general client based security hardening.
- 36 Months of recent experience with Window image deployment using MDT.
- 36 Months experience with advanced troubleshooting and support for VPN, 2 Factor Authentication, and network printing.
- 36 Months active Directory management experience.
- 36 Months experience with cyber security best practices and compliance.
- 36 Months experience with Intel workstation hardware and operating systems.
- 36 Months of experience of analytical and problem-solving abilities dealing with hardware and software issues.
- 36 Months of engineer experience: research, analysis, planning and implementation.
- Certifications relevant to MS Windows
- R sum
- Copy of Candidate Identification (i.e., Driver's License/Green Card/Visa and Passport if applicable)
- Any documents referenced in the above Requested Qualifications (i.e., professional certifications, degrees, etc.)
