Senior Systems Support Engineer

Employer
USAJobs
Location
Washington, D.C
Posted
May 11, 2021
Closes
May 16, 2021
Hours
Full Time
Duties

Summary

Incumbent serves as a Solutions Engineer for the House Information Resources (HIR) Immediate Office and acts as a liaison between House customers and HIR service providers and the HIR Integrated Operations Center.
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Responsibilities

The Office of the Chief Administrative Officer (CAO) provides operations support services and business solutions to the community of 10,000 House Members, Officers and staff. The CAO organization comprises more than 650 technical and administrative staff working in a variety of areas, including information technology, finance, budget management, human resources, payroll, child care, food and vending, procurement, logistics and administrative counsel.

The incumbent hired into this role serves as a Solutions Engineer for the House Information Resources (HIR) Immediate Office and acts as a liaison between House customers and HIR service providers and the HIR Integrated Operations Center. Provides advanced levels of support for The Technology Service Desk, Technical Support Representatives, and House Vendors. This individual serves as a customer analyst, communicating customer feedback to the Technology Solutions Engineering team and HIR as a whole. Technology Solutions Engineering team members are problem managers for technical issues and provide knowledge management services for HIR and House Staff. The Technology Solutions Engineer provides support for key projects and initiatives where new services are delivered to the House community, as well as validating new technologies prior to their delivery into the House Community. This position may require the ability to work shifts hours to provide 24 hours a day, 7 days a week technical support for the House's information technology infrastructure.

Primary Duties/Responsibilities:

1) Serves as tier 3 support primary technical resource and solution-provider for the Technology Partners, Hardware team and Technology Service Desk. Interacts with other technology groups both internal and external as appropriate to respond to user requests and/or problems.
2) Works closely with other HIR service owners to support current operations and to analyze, document and assist in the deployment of new technologies and services to the House community.
3) Communicates effectively, both orally and in writing, with senior staff, information systems professionals and the House user community.
4) Is part of the HIR Integrated Operations Center to monitor HIR systems, initiate communications related to degradation in services and participates in the communicating and resolution of these issues. Provides feedback to assist in after action reporting.
5) Maintains an in-depth knowledge base for all House Supported Software and a working knowledge of hardware and mobility products. Provides technical advice to management regarding strategic plans and future technologies.
6) Alerts customers and senior management and authors or follows current processes to distribute communications in the form of system alerts and advisories to House systems administrators. Provides situation reports to CAO and House Stakeholders as needed.
7) Conducts technical overviews to train other team members. Provides consultative direction to the Technology Partners, Hardware Team and other technology personnel. Serves as a resource for solving complex user problems requiring a more advanced level of technical knowledge.
8) Documents standards for House hardware and software including supported software versions, minimum supported hardware standards and minimum standards for purchase.
9) Authors standard operating procedures, technical guides and participates in process improvement exercises.
10) Manages and maintains escalations incident/change ticket queue for tracking of support related issues.
11) Engineers and maintains key systems for technology support to provide remote access to technical support staff, and imaging and software deployment technologies for the House community.
12) Embodies and strives for excellent customer service in all aspects of a customer interaction.
13) Performs other official duties as assigned.

Travel Required

Not required - Not required.

Supervisory status
No

Promotion Potential
11

Requirements

Conditions of Employment

  • USAJobs Conditions of Employment


Qualifications

1. Bachelor's degree or equivalent work experience.

2. Demonstrated advanced technical skills and the ability to develop solutions to complex technical problems.

3. Extensive knowledge and experience with IT hardware, software, networking, and mobility systems for workstation and server messaging clients.

4. Available to provide 24x7 support through on-call as required. Ability to work additional hours as required.

5. Ability to effectively communicate, both orally and in writing, with senior staff, information systems professionals and the user community.

6. Must be able to secure and maintain Federal Government security clearances as deemed appropriate by senior management.

7. Understanding of Desktop Administration and SharePoint in Microsoft 365 are a plus. Experience with PowerShell and the Microsoft Power Platform (Power Automate, Power Apps, and Power BI) is strongly desired.

Education

Additional information

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated using a structured interview process.

Background checks and security clearance

Security clearance
Not Required

Drug test required
No

Required Documents

Resume

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

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