Desktop Support Engineer (Fort Detrick) in

Employer
Elite Technical
Location
Frederick, MD
Posted
Apr 20, 2017
Closes
Apr 21, 2017
Function
Engineer
Industry
Engineering
Hours
Full Time
Elite Technical has immediate DIRECT HIRE openings for two (2) Desktop Support Engineers to provide hands-on, desk-side technical support as required. To be considered qualified candidates must either have a BS Degree, Associates with 3-5 years of progressive desktop experience. In order to start, qualified candidate must have their Security + CE and an active DoD Secret Clearance The Desktop Support Engineer provides hands-on, desk-side technical support to both baseline and fee-for-service clients of the Fort Detrick Network Enterprise Center. This includes client hardware and software support. Some desktop support may be handled remotely through remote control software. The work involves planning and delivering customer support services, including installation, configuration, troubleshooting, customer assistance and/or training in response to customer requirements. RESPONSIBILITIES* Provides customer service, support, training and diagnostics to systems and software including productivity applications, Microsoft Windows operating systems, Scripting via PowerShell or similar scripting languages, IP protocols, Active Directory and equipment used in customer organizations. * Monitors all REMEDY queues for all NEC Fort Detrick REMEDY support groups to ensure that tickets are properly templated and routed to the correct support group. * Maintains a safe workplace ensuring that he/she is aware of and observes appropriate safety and occupational health rules and regulations. * May be required to attend safety training relative to his/her position and report any infractions of safety procedures to the facility Safety Officer. * Performs light duties and other related duties as required and assigned.These are direct hire positions with our client supporting the US Army in Fort Detrick MD. Our client is a growing company and provides exceptional opportunities for professional growth and benefits. Required Skills * US Citizen * Must have an Active DoD Secret Clearance* Active CompTIA Security + Cert is required to be considered* Passing Microsoft Certified Exam 70-680 will be required within 6 months of hire (DOD 8570 requirement).* Must be able to pass a criminal background investigation and drug test prior to starting* Associates degree in a related technical field of study; a BSBA is preferred. An equivalent combination of education and experience will be considered.* Three to five years of Help Desk / Desktop experience.* Demonstrated ability to work without direct supervision.* Proven customer service skills.* Ability to apply systematic/systems analysis processes and procedures to troubleshooting diagnostics.* Advanced diagnostic skills and tools knowledge.SKILLS AND QUALIFICATIONS* Experience with BMC Remedy 7.6/8.X or similar help desk tracking tools.* Experience troubleshooting Windows 7, printers and network related issues (exp. with Windows 10 is a BIG PLUS)* Experience with Microsoft Office products including Access, Excel, and Word.* Knowledge of Army IT regulations and security procedures preferred (STIGs/CCIRs/CCRIs).Ability to interface and effectively collaborate with Tier 1 Service Desk and Server/Network Engineering Support Personnel, if required to resolve multi-tier issues.* Working knowledge of customer support and troubleshooting principles and methods;* Ability to plan and deliver a full range of customer support services to customers including installing, configuring, upgrading, and troubleshooting any hardware and software components present; delivering formal and informal training and assistance to customers; reporting, responding to and resolving customer requests via Remedy and other trouble ticketing systems; * Ability to diagnose and resolve problems in response to customer reported incidents; * Must be able to identify, research, evaluate, and provide feedback to management on problematic trends and patterns in customer support;* Ability to assist in the development and management of customer service performance requirements;* Must assist in the development of customer support policies, procedures, and standards;* Ability to troubleshoot complex problems & coordination with other IT teams and service providers;* Will be required to regularly upgrading technical skills;* Must ensure the rigorous application of Army information security/information assurance policies, principles, and practices in the delivery of customer support services, and;* Ability to provide technical support to critical end-user issues in support of Army mission requirements on a 7x24 basis if required Company Description: Elite Technical Services has over two decades of practice credibility. We support all phases of IT project delivery (PMO), information technology service management (ITSM) and engineering implementation missions (Professional Services). Our customers include Federal Civilian and Defense Agencies as well as commercial Systems Integration firms from small disadvantaged businesses through Fortune 100 Companies. We combine the right talent with highly skilled outcomes-minded management to create a team that delivers program objectives and is focused on surpassing budget and schedule projections.