Desktop Engineer

Job Description

DISA DES - Desktop Hardware Engineer

GES is seeking a Tier III Desktop Hardware Engineer for the DISA DES program. Under general supervision, provides third-tier support to end-users for PC, server, mainframe applications and hardware. Handles problems that the first and second tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Level.

Education and Experience:

High School Diploma or equivalent

3+ years of applicable work experience

ITIL, HDI, or Windows 10 MCTS certification

Remedy/ServiceNow experience

Security+ CE (or appropriate DoDM 8570 Baseline Certification)

IAT Level II certification is required before start

Responsibilities:

Experience supporting Windows 10, and MS Office 2016

Experience using Remedy or a similar ticketing system

Highly skilled at explaining technical subjects to non- technical as well as technical customers

Expert in STIGs, Policy and Procedures for PC Techs

Strong customer service orientation

Current and proficient in any new concepts or practices in own IT discipline and applies that knowledge to the current work.

Ability to work with other teams outside of Field Ops

Work with PC Techs to resolve issues

Installs, configures, tests, maintains, monitors, and troubleshoots level III end user workstation equipment and printers

Have flexible working hours to be available to support team when needed

Perform all other duties as assigned

Knowledge and Skills:

Has basic knowledge of Project Management.

Technical writing experience

Innovative, team-oriented problem solver

Strong commitment to providing quality service

Excellent interpersonal, negotiation and communication (verbal and written) skills

Excellent organizational, time management and follow through skills

Ability to manage multiple competing priorities

Strong analytical and follow through skills

Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments

Ability to work well independently on defined tasks

Ability to work well as part of a team

Technical Knowledge

Experience working in a DoD environment

Experience working with 3rd party vendors

Training PC Techs on Printers

Clearance/Citizenship:

Secret

Must be US Citizen

Travel Requirements:

This position will involve minimal travel

Location: Fort Meade, MD

Full-time