Senior Desktop Support Specialist
- Employer
- LCG, Inc.
- Location
- Rockville, MD
- Closing date
- Sep 28, 2022
View more
- Industry
- Technology and Software
- Function
- Help Desk Technician, IT
- Hours
- Full Time
- Career Level
- Experienced (Non-Manager)
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Responsible for providing strong technical experience in providing technical solutions and support to hardware, software and operating systems in an inter-networked environment. The enterprise operating environment includes heterogeneous desktop/laptop operating Windows OS, which encompasses desktop applications, browsers, printers, and telecommunications and video. Essential Responsibilities: * Diagnose and remediate issues with Windows Infrastructure, as well as other Microsoft and third-party Windows business infrastructure applications (eg Windows 10) * Participate in the design, building, and installation of new systems and system upgrades both locally and at remote offices * Provide customer support including, but not limited to, systems administration for assigned servers, workstations or other devices, application support and hardware configuration * Monitor local system operations and investigate system issues * Manage desktop images for hot fixes and security patches * Provide LANDesk support * Support CM processes and procedures (DR reporting, audits) * Perform OS and network performance tuning * Support approved OS and software upgrades * Automate Desktop solutions and generate reports using VBS and PowerShell * Maintain user accounts and group assignments * Provide systems engineering and architecture support to ongoing infrastructure operations and projects to maintain highly efficient networks of shared computing resources and data. * Manage the HRSA's IBM BigFix service. Includes patching and software release distributions to workstations and potential servers using IBM BigFix; includes creating and testing packages prior to release. * Assess vulnerability & patch information from compliance scans for Microsoft Windows (any release) and determine application and production impacts. Experience with Apple OS and UNIX is a positive. * Provides remediation services to infrastructure teams based on vulnerability & policy compliance scans. * Actively participates in project activities, strategic and tactical Patch and Configuration Management model development, and improvement of procedures and standards. * Assists in proactively developing patch and vulnerability management procedures and processes within the operations team and in conjunction with business and IT partners. * Identify and assess security deficiencies and provide recommendation regarding remediation. * Ensure patch configuration is up to date ensuring compliance * Utilize tools to automate patch deployment, such as IBM BigFix * Responsible for patching assets in test and production environments while ensuring quality * Participate in Change Advisory Board and technical review meetings to discuss patching, vulnerability impacts and considerations * Negotiate, plan and manage patch activities * Deploy approved release packages and breakfix solutions in accordance with all enterprise architecture and configuration, change, and release management policies and procedures. * Develop and maintain small software tools and custom scripts, using PowerShell, Visual Basic, and Wise, to automate repetitive tasks and improve user access to self-service options. * Troubleshoot and resolve issues as required, and propose and implement changes aimed at continuous improvement. * Troubleshooting skills in connectivity and migrations to MS O365, Outlook and cloud. * Cloud competency understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud. Required Experience: * Seven (7) to twelve (12) years of experience providing collaborative computing implementation, troubleshooting, and maintenance support. * Expert technical knowledge of desktop hardware. * Authoritative knowledge of current protocols, operating systems and standards Operate tools, components and peripheral accessories. * Software and hardware troubleshooting Windows 10 operation and troubleshooting Microsoft Office Products (such as MS O365, etc.) * Expert in scripting to update/manipulate desktop group policy objects, computer and account object values * Expert in operating Ivanti Landesk, IBM BigFix * Planning, organizing, facilitation and communications skills. * Function effectively in a team environment with both technical and non-technical team members. * Work effectively with minimal supervision. * Manage time efficiently, set priorities appropriately, Maintain professional demeanor under stress. * Operate within customer standard operating procedures.
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