NIH Desktop Engineer (Level II)

EOE Statement
Key Concepts Knowledgebase is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment that is free of harassment, discrimination, or retaliation because of age, race, color, national origin, ancestry, religion, sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decisions, marital status, personal appearance, matriculation, political affiliation, credit information, employment status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, homeless status, or any other status protected by federal, state, or local laws.

Description


Key Concepts Knowledgebase, LLC., is seeking a Desktop Engineer (Level II) for a project at a large government support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.

The Desktop Engineer (Level II) responsibilities are as follows:

• Provide polite, friendly, professional, and courteous customer service at all times
• Work through various types of technical and customer service issues and ensure customer satisfaction
• Performs installations, upgrades, configuration, and troubleshooting of customer-specific hardware and software, and mobile devices
• Provide instructions to customers and support staff in the use of equipment and software
• Posses the ability to complete multiple simultaneous tasks/projects in a timely manner
• Interface with other teams when needed to help resolve customer issues
• Document incident status and solutions using ticket tracking system
• Accepts warm transfers from other technicians to continue customer support
• Efficiently escalate issues to higher tiers when needed
• Ensure SLA compliance
• Configure and install various IT hardware and application systems such as desktops, routers, servers, switches, Wi-Fi antennas, Network security devices, Access control system any other application once given the necessary procedures and authorization.
• Develop installation schedules, prepare and create installation packages.
• Prepare documentation for configuration changes at each site and supporting test reports.
• Coordinate post installation operations and maintenance support.
• Keep track of all hardware inventory and provide weekly reports on status of all Hardware inventory stock.

Qualifications:

Knowledge, Skills and Abilities:

• Must be detail-oriented, organized, and can work under tight deadlines.
• Must have a comprehensive knowledge of generic IT hardware devices and working knowledge of new more complex devices.
• Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures.
• Must have excellent analytical skills in troubleshooting IT hardware and applications, testing capabilities, problem identification and/or resolution, and preventative maintenance knowledge.

• Must understand how to configure IT hardware, and/or be able to communicate with engineering for directives on newer system's configuration.
• Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration.
• Must be able to learn installation procedures and best practices for special systems via training or direction from engineering.

Position Requirements

Required:

• Excellent written and verbal communication skills with the ability to communicate very well with users, peers and managers.
• Extensive knowledge of IT Hardware systems and their configurations

• Extensive experience troubleshooting IT Hardware systems.
• Generic program management and reporting competency.
• 5+ years progressive experience as a Tier II or Tier III Support Technician in a federal government IT service delivery operation with large scale, multi-faceted IT support.
• Must have two of the following certs: CompTIA+, CompTIA-Network+ and CompTIA- Server+.

Desired:

• NIH experience
• ITIL Cert

Training and Certifications:

Education:

• Associate degree in Computer Science, Engineering, Information Technology, or related discipline with 4+ years of experience; or a GED with a minimum of 5+ years' years demonstrated related work experience in a large multi-platform Information Services environment.
• HDI institute certifications

Other:

• Must be able to obtain and/or pass a public trust background check. Must be able to work flexible hours and multiple locations.

Full-Time/Part-Time
Full-Time

Position
NIH Hardware Installation Technician (Level II)

Location
Bethesda


This position is currently accepting applications.