Sr. Desktop Support Consultant (In-Person Interview)

****In-Person Interview****

Description

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.

Duties

• 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.

Mandatory Requirements

• Experience (14+ 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
• 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 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 of scripting language experience - Power Shell & VB Script preferred.
• 84 months experience with client-based security management tools including anti-virus, PKI, HHD encryption, and general client-based security hardening.
• 84 months experience with Window image deployment and package creation/management.
• 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 with cyber security best practices and compliance. (ex: not connecting a suspected infected computer to internal agency network during troubleshooting, confirming users have taking AUP training before technicians install software to access department email from their person phone. If a user reports a suspicious email, making sure users properly report suspicious emails received and properly handle the suspected email).
• 84 months experience with Intel workstations hardware and operating systems.
• 84 months experience analyzing and problem-solving hardware/software issues.
• 84 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.)