NXTKey Corporation

DESKTOP SUPPORT ENGINEER - Washington, DC

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Active since 06-08-2017 Job category IT - Services & support
Location Washington, DC Level -
Educational level Bachelor / Graduate Employment type -
Hours 0 Salary -
Responsibilities Include:

• Build, maintain, and support a base image for workstations including OS, drivers and software packages utilized by all business partners. • Escalation point for Managed Workstation issues and/or end user tickets. • Monitor and utilize the service desk ticketing system to resolve client issues in a timely manner. • Identify trends in reoccurring tickets and focus on resolving globally. Target automated or scripted fixes instead of manual one-offs. • Create and maintain processes and documents pertaining to the managed workstation environment. • Lead packages through the Software Introduction Process, ensure standard processes are followed and documented, and troubleshoot issues with the packaging process. • Assist Managed Workstation Engineers as time allows for improvements to the workstation base image. • Recommend and provide tools to support the managed environment for tier two support personnel and software repackaging/sequencing. • Strong understanding and ability to use the following SCCM • Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA) • Current desktop images include XP, Win7 and MAC OS • The use of ServiceNow for all Incident/Problem/Change records • Serves as liaison with clients, participating in meetings to ensure client needs are met

Printer Expertise o Diagnose, install, maintain and repair network and desktop printers, fax machines, scanners and digital senders as necessary. o Create print shares on the Print servers o Backup Desktop team as necessary. o Assist Server OP's in building Print Servers. o Troubleshoot network and desk printing issues pertaining to hardware, software or network related issues o Assist MFD team with Adding MFD's to the network o Provide end users with best options for printing and refer them to Client Services when necessary. o Maintain Printer vulnerabilities at the direction of Security OP's for printers and scanners o Maintain reports for network printers and scanners. o Assist setup for Special Projects involving printers. o Configure and update print and scanner drivers and firmware o Keep IMAC Sheets updated when adding and removing devices o Travel to 6 USAID Washington sites as necessary o Use Service Now call reporting tool to work service tickets o Establish printing standards o Provide training for new and existing setups

Required Skills

• 3+ years of experience in a Managed Workstation Engineer or similar role. Strong technical understanding of hardware, drivers, Microsoft OS, software products and the software repackaging/sequencing process. • Must be MCSE or MCSA certified • AD experience troubleshooting workstation/user policies • Strong Group Policy experience • Must have excellent communication skills (oral and writing). May interact with the gov't customer and senior government leadership leaders at the highest levels, prefer those who have experience and skills in this area.
More information
This listing is a full-time job

Job category IT - Services & support
Industry / Industries IT
Region United States
Keywords

Contact information

Name Shivaji Sengupta

Location

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