ITSpecialist_Expert (15027)

Job Description

Job Description

Provide a short description of the Position:
The candidate for this position will be responsible for providing technical support for hardware and software for end users. This position will oversee and establish Service Desk processes designed to enable the delivery of high-quality service to end users and ensure service support and delivery are in place to meet the agency's business needs.

Provide a list of the day-to-day tasks to be performed by the Selected Candidate:

• Develop and document architectural design for endpoint hardware as well as operating systems configurations and management capabilities
• Perform secure baseline image creation and tailoring of Windows operating system images for specific hardware configurations from a common core baseline
• Support application packaging, deployments, documentation and release control in an Enterprise environment
• 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
• Define, create and 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. Works with and troubleshoots remote access technologies (VPN, terminal services)
• Maintain Active Directory Group Policy and Preference management
• Monitor operating system & apply patching when applicable
• Collaborate with internal and external application support, systems infrastructre, security, network, telecom, and service desk departments to deliver the best desktop experience to the enterprise
• Conduct proof of concepts and evaluation of new client computing hardware and software technology and research and develop new procedures that streamline operational processes
• Subject Matter Expert on highly complex issues for Desktop and Service Support teams

Position Mandatory Qualification (Per Attachment 7, Section 1.2.4)
IT Specialist
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.

What are the daily work hours? (Note if negotiable or list preferred start and end time):
8-4:30 PM, 8:30-5 PM, with 1/2 hour unpaid lunch break

What type of software is typically used by the Agency?

Windows/JAVA/Oracle

What type of hardware is typically used by the Agency?
Laptop, desktop, network printers.

Position Requested Qualifications (Per Attachment 7, Section 1.2.5)

• 84 months experience in the field of Desktop Engineering
• 84 months experience with technical approaches in design, build testing and debugging problems
• 84 months experience in mobile device management (MDM) solution
• 84 months experience with Active Directory group policy standard
• 84 months of engineer experience; research, analysis, planning and implementation
• Certifications relevant to MS Windows
• 84 months experience with Networking concepts (DHCP, VLANS, ACLs, Firewalls, etc.)
• 84 months experience with organizational skills (effectively manages assigned tickets & queues; properly categorize, document ticket resolution in a timely manner) & ability to handle multiple tasks and shifting priorities (effectively prioritize impact vs. urgency. Ex. Technician is working on a non urgent task like inventory update then a ticket comes regarding a field users' computer not turning on at all.)
• 84 months experience in Windows 11 including 64 bit operating systems
• 84 months experience with Client workstations hardware and operating systems
• 84 months experience with Window image deployment and package creation/management
• 84 months experience with client-based security management tools including anti-virus, PKI, HHD encryption, and general client-based security hardening
• 84 months of scripting language experience - Power Shell & VB Script preferred
• 84 months experience with cyber security best practices and compliance
• 84 months experience with advanced troubleshooting and support for VPN, VDI, 2 Factor Authentication and network printing
• 84 months active directory management experience
• 84 months experience analyzing and problem-solving hardware/software issues

Additional Information Requests:
Are there additional security requirements for the Authorized User? Yes
If YES, include the additional security requirements: Background check including fingerprinting

Will additional training potentially be required during the Engagement? Yes
If YES, provide description of anticipated training: Any state-mandated OER trainings.

What type and/or manner, of knowledge transfer is requested during the Engagement?
Formal Documentation

Is travel anticipated during the Engagement?
No