Tier 2 Desktop Support Engineer

2 weeks ago

Washington, United States Tantus Technologies Full time
Overview

Tantus Technologies Inc (Tantus) - recognized by the Washington Post as a Top Workplace - is looking to hire a Tier 2 Desktop Support Engineer who will provide Windows desktop system administration, support and services for PCoIP remote workstations in a secure, controlled environment. The individual in this role will also provide software/technical support to resolve desktop application and network connectivity issues, and will be responsible for documenting technical and operating procedures.

What You'll Do

  • Respond to incoming calls, tickets, and emails to provide desktop support in a Windows systems support in a production environment. Support Hours are 8am - 5pm M-F. After hours, weekend and escort duties will be required on an as needed basis.
  • Provide client system training, perform desk-side training on an as needed basis.
  • Provides resolutions for hardware and software problems.
  • Refers other problems (e.g. networking) to the appropriate organizations.
  • Tracks status of all problems within the environment through resolution.
  • Documents special procedures required for continuous operations of systems.
  • Reviews monitoring logs for problem identification and suggested resolutions.
  • Installs and configures new hardware components for operations in classified network environment, to include network printers and other media devices.
  • Interfaces with customers as necessary to support their operational environment.
  • Schedules maintenance and services activities
  • Plans, conducts, and reports tests with appropriate government staff.
  • Develops and maintains detailed and accurate documentation as requested by the Client Service team lead.
  • Documentation may be required for operational procedures, troubleshooting aids, and technical analyses for products, features, and capabilities.
  • Uses management tools for work request ticket management to respond to and document work efforts requested by customers.
Required Knowledge and Skills
  • Top Secret (TS) security clearance required; active "Q" clearance preferred
  • At least 3 years of experience providing IT support to users at multiple locations (by phone/remote and on-site visits)
  • At least 2 years of experience with:
  • Administration of Windows 10 in a domain-connected environments
  • Support and administration of Microsoft software (such as Windows Server 2008 R2, Windows Server 2012, Active Directory, Exchange, Office 2013)
  • At least one year of experience with:
  • Office 365 cloud Exchange administration with domain synchronization
  • PowerShell
  • Group Policy
  • At least one helpdesk ticketing system
  • At least one year experience working in a Windows server environment (junior level) OR at least three years of experience as a computer professional maintaining, configuring, installing, and supporting Windows workstations and resources.
  • Experience and expertise in VMware ESXi virtual servers on UCS and/or HPE Blade hardware is desirable.
  • Understanding of basic networking concepts
Abilities
  • Ability to work cooperatively and to function well in a team environment.
  • Excellent verbal and written communication skill to be able to ascertain user requirements and prepare documentation.
  • Excellent customer interface skills.
Nice to Haves
  • SolarWinds or similar monitoring tool experience
  • Experience mastering and deploying Windows 10 workstation images (e.g. with WDS/MDT/SCCM)
  • Virtualization exposure (VMWare)
  • Ability to analyze information requirements

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