Tier III Desktop Hardware Engineer

4 weeks ago

Fort George G Meade, United States Tyto Athene, LLC Full time

Tyto is searching for a Tier III Desktop Hardware Engineer to join our Defense Enclave Services (DES) team in Fort Meade, Maryland. This engineer will be responsible for providing exceptional third-tier IT support and technical assistance to DISA, ensuring systems run smoothly and efficiently. This role requires a strong balance of technical excellence, strong communication, customer service skills, and IT service management process knowledge. The ideal candidate has a strong foundation in computer networking, server/workstation operating systems, virtual desktop and hardware troubleshooting, endpoint management, and customer service, with a focus on resolving issues promptly and effectively with best practices and project management.



Responsibilities:

  • Provide remote and onsite technical support for desktops and laptops, printers, servers, software, and advanced networking utilizing remote access tools, chat and email support, telephone support, and onsite/field support.
  • Resolve hardware and software-related issues utilizing existing formal education, technical training, and on-the-job experience as well as manufacturer knowledge bases, documented fixes, and other technical articles.
  • Create, update, and maintain written documentation, and key network and asset information securely and confidentially.
  • Stay informed about advances in Microsoft tools, technologies, and features.
  • Resolve tickets through problem management by updating knowledge articles and bringing tickets to full resolution.
  • Escalate potential problems and client support issues to management and/or third-party vendors in accordance with SOP’s, SLA agreements, and other procedural and performance documentation and/or policies.
  • Provide insights and recommendations as well as configuration mentorship to clients related to MEM/MDM and EMS.
  • Manage device encryption (Bitlocker) and conditional access for secure access to organizational resources.
  • Monitor endpoint health and ensure adherence to security best practices.
  • Application Lifecycle Management:
  • Generate reports to track device health, compliance status, and application usage.
  • Assist with the technical implementation and troubleshooting of Intune, Windows Autopilot, Microsoft Defender, and AVD solutions based on client requirements and needs.



Required:

  • Bachelor’s degree and 5+ years of relevant experience; additional years of experience may be substituted in lieu of a degree.
  • Experience providing technical support for and within Microsoft Azure, SharePoint, Teams, and Office 365 (including Windows 10 and MS Office 2016).
  • Excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.
  • Experience with Mobile Device Management solutions (Intune).
  • Experience configuring and managing Windows Autopilot deployments and configuration.
  • Experience working with Microsoft Defender in an enterprise IT environment.
  • Experience troubleshooting Microsoft Azure Virtual Desktop environments.
  • Experience supporting clients (internal or external) via phone, email, remotely, or desk side.
  • Strong understanding of Microsoft Endpoint Management (MEM) technologies, including Intune and Azure AD.
  • Experience with mobile device management (MDM) principles and best practices.
  • Working knowledge of security best practices for endpoint devices.
  • Excellent problem-solving and analytical skills.
  • Strong communication (including technical writing) and collaboration skills (ex. ability to work independently and as part of a team).
  • Basic knowledge of project management and the ability to prioritize and manage multiple tasks effectively.
  • Experience with Microsoft Configuration Manager (SCCM) or other endpoint management tools.
  • Experience with Azure Active Directory (Azure AD).
  • Experience with Cloud Security.
  • Experience with automation tools for managing Intune (e.g., Configuration Manager cmdlets)
  • Strong understanding of cloud technologies (Azure, AWS, and other CSP’s).
  • Experience using Remedy, ServiceNow, or a similar ticketing system.
  • IAT Level II certification (i.e. CompTIA Sec+ CE).
  • Experience working in a DoD environment.
  • Experience working with 3rd party vendors.



Desired:

  • ITIL, HDI, or Windows 10 MCTS certification.
  • High skill level explaining technical subjects to non-technical as well as technical customers.
  • Experience with and understanding of STIGs, Policies, and Procedures.
  • Strong customer service orientation.
  • Excellent interpersonal, negotiation, and communication (verbal and written) skills.
  • Excellent organizational, time management, and follow through skills.
  • Experience training other technical personnel and commitment to providing quality service.
  • Experience as an innovative, team-oriented problem solver.
  • Ability to manage multiple competing priorities.
  • Strong analytical skills.
  • Ability to coordinate client support and get cooperation from multiple areas within IT to accomplish assignments.



Clearance: Active Secret Clearance



Travel Required: Minimal travel.



Potential for Telework: No telework / remote work.

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