VDI Windows Desktop Admin - TS/SCI w/Poly

VDI Windows Desktop Administrator Location: USA MD Annapolis Junction Full Part/Time: Full time Job Req: RQ216222 Type of Requisition: Regular Public Trust/Other Required: None Job Family: IT Infrastructure and Operations Job Qualifications: Skills: Backup and Recovery (Software), Information Technology (IT) Systems, Technical Issues Experience: 3+ years of related experience US Citizenship Required: Yes

MEANINGFUL WORK AND PERSONAL IMPACT

Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams. Diagnose and resolve complex hardware and software problems. Perform root cause analysis for recurring issues and implement permanent fixes. System Maintenance and Optimization: Ensure the stability, security, and performance of Windows desktop systems. Apply patches, updates, and configuration changes to maintain compliance and security standards. Incident and Problem Management: Manage and resolve high-priority incidents and problems within SLAs. Document resolutions and create knowledge base articles to improve future support processes. Conduct post-incident reviews to identify improvements. Collaboration and Project Support: Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments. Assist in the design and implementation of new technologies and solutions. Participate in planning and execution of system upgrades and migrations. User Support and Training: Provide guidance and training to Tier 1 and Tier 2 support staff. Assist end-users with complex technical issues and provide advanced troubleshooting. Documentation and Reporting: Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues. Generate reports on system performance, incident resolution, and other metrics as required.

WHAT YOU'LL NEED TO SUCCEED

Education: Technical Training, Certification(s) or Degree Experience: 3+ years of related experience Technical skills: Windows operating systems (Windows 10, Windows 11) and related technologies. Security clearance level: TS/SCI w/Poly US citizenship required Role requirements: Proficiency with Active Directory, Group Policy, and network configurations. Strong understanding of hardware components, peripheral devices, and drivers. Experience with system imaging, deployment, and management tools. SCCM, MDT Advanced troubleshooting skills and ability to diagnose complex issues. Excellent communication and interpersonal skills. Strong documentation and organizational skills. Experience with scripting and automation (e.g., PowerShell). Knowledge of ITIL framework and best practices. Experience with endpoint security solutions. Familiarity with cloud services and integration (e.g., Microsoft Azure). This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required. Must be 8570 compliant with a Security + certificate Location: Annapolis Junction, MD Gdit