Desktop Engineer

DISA DES - Desktop Hardware EngineerGES 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 equivalent3+ years of applicable work experienceITIL, HDI, or Windows 10 MCTS certificationRemedy/ ServiceNow experienceSecurity+ CE (or appropriate DoDM 8570 Baseline Certification)IAT Level II certification is required before startResponsibilities:Experience supporting Windows 10, and MS Office 2016Experience using Remedy or a similar ticketing systemHighly skilled at explaining technical subjects to non- technical as well as technical customersExpert in STIGs, Policy and Procedures for PC TechsStrong customer service orientationCurrent 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 OpsWork with PC Techs to resolve issuesInstalls, configures, tests, maintains, monitors, and troubleshoots level III end user workstation equipment and printersHave flexible working hours to be available to support team when neededPerform all other duties as assignedKnowledge and Skills:Has basic knowledge of Project Management.Technical writing experienceInnovative, team-oriented problem solverStrong commitment to providing quality serviceExcellent interpersonal, negotiation and communication (verbal and written) skillsExcellent organizational, time management and follow through skillsAbility to manage multiple competing prioritiesStrong analytical and follow through skillsAbility to coordinate and get cooperation from multiple areas within IT to accomplish assignmentsAbility to work well independently on defined tasksAbility to work well as part of a teamTechnical Knowledge:Experience working in a DoD environmentExperience working with 3rd party vendorsTraining PC Techs on PrintersClearance/Citizenship:SecretMust be US CitizenTravel Requirements:This position will involve minimal travelLocation: Fort Meade, MD Global Enterprise Services, LLC (GES)