Responsibilities:

As a member of our Service Desk team, the successful candidate will be responsible for maintaining productivity of M.C. Dean staff by performing a variety of technical tasks including, but not limited to the following:

PC configuration support, including troubleshooting advanced issues related to OS configuration, hardware/driver compatibility, network connectivity, and provisioning tools (e.g., MS Autopilot, MS Intune). Advanced account administration, including creation and management of project-specific groups, collaboration accounts, virtual desktop infrastructure (VDI), and secure environment access. Advanced configuration and troubleshooting of software compatibility and configuration issues for a wide range of applications, including but not limited to MS Office 365 components, engineering design software (e.g., BlueBeam Revu, Autodesk product suite, and related), and software as a service (SaaS) platform. Troubleshooting network connectivity issues in a geographically distributed / multi-site secure environment based on zero-trust network architecture. Escalation-level support, including assisting more junior team members with their tasks, developing / improving technical procedures, and providing training. Reviewing and updating support requests (tickets) in the ITSM ticketing tool, providing regular updates, initiating escalations.

Experience, Knowledge, and Skills:

A successful candidate with 3+ years of experience performing duties outlined above and will possess technical knowledge and corresponding skills in the following areas:

Windows 10, Windows 11, and MacOS concepts, organization, and core administration and troubleshooting tools. Microsoft Active Directory (AD), Azure AD / Entra ID, Single Sign-On (SSO), and Multi-Factor Authentication (MFA) concepts, administration, and troubleshooting tools Endpoint provisioning using Microsoft Intune, Autopilot, and comparable tools; software configuration and installation troubleshooting using OS logs and related tools. MS Office 365 desktop application and collaboration tools (MS SharePoint, MS OneDrive, MS Teams) fundamental concepts, account provisioning, privileges, and troubleshooting methods. Advanced knowledge TCP/IP networking concepts (IP addressing, routing), core protocols and services (e.g., DHCP, DNS) and troubleshooting tools; zero-trust network architecture platforms (e.g. Zscaler), firewalls, and related technologies.

General and Behavioral Attributes:

To be successful in our fast-paced and ever evolving environment, a successful candidate should have a demonstrated track record of the following critical attributes:

Attention to detail and strong analytical and advanced problem-solving skills relying on a combination of fundamental knowledge and independent analysis; Strong organizational, team collaboration, and mentoring skills to provide timely and efficient response to service requests while providing technical leadership to the support team; Exceptional oral and written collaboration skills utilizing a variety of tools including ticketing systems, email, MS Teams, conferencing, etc. in a multi-discipline and geographically distributed environment; Ability to handle challenging situations in a professional, cordial, and collaborative manner; Commitment to continuous learning and professional development.

Education:

Associate of Science Degree in Information Technology, Computer Science, Computer Engineering, Networking, or a related field with 6+ years of experience; Equivalent combination of HS degree and work experience is acceptable.

Hours: Working hours are expected to be 8 am to 5 pm

Qualifications:

CompTIA A+, Network+ certifications are a plus.

Abilities:

Exposure to computer screens for an extended period of time. Sitting for extended periods of time. Reach by extending hands or arms in any direction. Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard. Listen to and understand information and ideas presented through spoken words and sentences. Communicate information and ideas in speaking so others will understand. Read and understand information and ideas presented in writing. Apply general rules to specific problems to produce answers that make sense. Identify and understand the speech of another person.

 

Applicants for this position may be required to obtain or provide proof of flu shots or of other vaccinations depending on customer requirements and nature of the position or demonstrate a valid basis for exception.

 

EOE Minorities/Females/Protected Veterans/Disabled
VEVRAA Contractor

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