Desktop Support Engineer

Desktop Support Engineer

Location: Washington, DC

Employment Class: Full-time Regular

FLSA Classification: Exempt

Position Summary:

We are seeking a qualified Desktop Support Engineer who will provide hands-on, desk-side technical support to clients. Position will provide client hardware and software support; some desktop support may be handled remotely through remote control software. The work involves planning and delivering customer support services including installation, configuration, troubleshooting, customer assistance and/or training in response to customer requirements.

Why work for us:

Low stress, team environment

Supportive leadership

Growth opportunities

Strong culture of self-improvement and development

Essential Duties & Responsibilities:

• Provide customer service, support, training and diagnostics to systems and software including productivity applications, Microsoft Windows operating systems, Scripting via PowerShell or similar scripting languages, IP protocols, Active Directory and equipment used in customer organizations.

• Monitor all IT Service management ticket queues for all NEC Fort Detrick support groups to ensure that tickets are properly templated and routed to the correct support group.

• Maintain a safe workplace ensuring that he/she is aware of and observes appropriate safety and occupational health rules and regulations.

• Will be required to attend safety training relative to his/her position and report any infractions of safety procedures to the PM and the facility Safety Officer.

• Duties/Responsibilities listed in the performance work statement which are subject to change by the government customer

• Other duties as assigned

Education & Experience Requirements:

At least one year of related work experience

Current CompTIA Security+ certification required.

Current MS Windows 10 or 11 certification (desired), or ability to obtain certification within six (6) months of hire

Experience with ServiceNow or similar help desk tracking tools.

Experience with Microsoft Office products including Access, Excel, and Word.

Must assist in the development of customer support policies, procedures, and standards;

Will be required to regularly upgrade technical skills;

Must ensure the rigorous application of Army information security/information assurance policies, principles, and practices in the delivery of customer support services.

Duties/responsibilities/qualifications are subject to change based on the needs of the customer.

Knowledge, Skills & Abilities:

Working knowledge of customer support and troubleshooting principles and methods;

Ability to plan and deliver a full range of customer support services to customers including installing, configuring, upgrading, and troubleshooting any hardware and software components present; delivering formal and informal training and assistance to customers; reporting, responding to and resolving customer requests via ServiceNow and other trouble ticketing systems;

Ability to diagnose and resolve problems in response to customer reported incidents;

Must be able to identify, research, evaluate, and provide feedback to management on problematic trends and patterns in customer support;

Ability to assist in the development and management of customer service performance requirements;

Ability to troubleshoot complex problems & coordination with other IT teams and service providers;

Demonstrated ability to work without direct supervision.

Proven customer service skills.

Ability to apply systematic/systems analysis processes and procedures to troubleshooting diagnostics.

Advanced diagnostic skills and tools knowledge.

Knowledge of Army IT regulations and security procedures preferred.

Working Conditions/Working Environment/Physical Demands:

Works under minimal supervision and reports to the team or site lead

Must be able to lift a minimum of 25 pounds

This position is for the 1st shift.

Duties are subject to change based on the needs of the government customer

1 Prospect LLC is an equal opportunity employer. In order to provide equal employment opportunities for all applicants and advancement opportunities to all employees, employment decisions at Redhawk Administrative Services will be based on merit, qualifications and abilities. Redhawk Administrative Services does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status or any other characteristic protected by law.