Desktop Engineer

Profile

Job specifications are intended to present a descriptive list of the range of duties performed by employees.  Specifications are
not
intended to reflect all duties performed within the job.
SUMMARY
Global Support Services is seeking Desktop Engineer in Washington DC to support our government client.
ESSENTIAL DUTIES & RESPONSIBILITIES
Provide Desktop Support services to the OPM/FIS IT user community.
Respond to IT incidents and requests received from Remedy tickets escalated by the Tier 1 Service Desk.
Create Remedy tickets for incidents and requests that are received by the user community while working out on the floor.
Schedule resolution times with customers prior to resolving incidents and requests by remotely utilizing LANDesk or by deskside visits.
Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available at all times.
Contact users via email and by phone when a ticket is assigned in the individual queue at least twice per day until the incident(s) or request(s) are resolved.
Obtain acceptance of resolution by the user before formally resolving a Remedy ticket.
Utilize the Remedy ARS Knowledge Base and Standard Operating Procedures (SOP) to provide resolutions for user incidents and requests.
Meet all Service Level Agreements (SLA) as listed in the Service Level Management Plan.
Perform tasks provided in the Incident Management Plan to resolve incidents and requests.
Perform tasks provided in the Problem Management Plan to resolve reoccurring incidents.
Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix, VPN, 2 Factor Authentication and all OPM owned COTS and GOTS products.
High-level Knowledge of PC Hardware, networking, and a good working knowledge of Windows XP and 7.
High-level knowledge of Office 2003/2007/2010, especially, Word, Excel and Outlook.
Deploy hardware and software to fulfill user requests.
Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level.
Troubleshoot and resolve user incidents and requests dealing with OPM owned hardware and peripherals.
Ensure all Asset Management information is accurately passed on to the Asset Management Team to ensure information is recorded in Remedy Asset Management. Information provided shall include, but is not limited to, new location of user and replacement of hardware/software.
Create and/or revise Standard Operating Procedures (SOP).
Adhere to all OPM and GSS policies and procedures.
Answer phone calls when directed by the Tier 2 Lead Manager during peak hours and when call volumes are high.
Assist with evaluating/testing new technologies for the agency.
Will work the third shift (10pm - 6am)
# of Vacancies
1
Job Requirements
Required (Mandatory Qualifications):
1-2 years’ experience in technical Help Desk environment.
1-2 years’ experience working within an Active Directory environment
1-2 years’ experience in troubleshooting issues with Windows XP operating system
1-2 years’ experience with troubleshooting issues within the Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project)
1-2 years’ experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and BlackBerry
6 Months-1 Year experience with Windows 7.
Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable
Experience with hardware components such as hard drives, power supplies, and motherboards.
Excellent oral and written communication skills.
Excellent phone etiquette.
Strong technical aptitude including excellent troubleshooting skills.
Ability to work with users that have limited technical knowledge.
Ability to instruct users utilizing verbal communication.
Ability to work in a fast-paced, dynamic environment.
Ability to interface with all levels of management.
Excellent time management, scheduling, and organizational skills.
Ability to work well independently or in a team setting.
Attention to detail.
High degree of patience.
Knowledge, Skills and Abilities
Help Desk ticketing systems such as Remedy and Heat,
Remote tools to resolve user issues, such as LANDesk and Remote Desktop,
Understanding of ITIL methodologies such as Incident and Problem Management .
MCP,
MCDST,
A ,
Network ,
MS Office,
HDI Support Center/Desktop Support Analyst,
ITIL Foundations V2 or V3.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about.
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
Job is performed in a modern office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.
SUPERVISORY RESPONSIBILITIES
None.
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, may be required to pass a pre-employment drug screening, as well as have acceptable reference and background check results to acquire a Secret clearance.
Shareholder Preference.
 BSNC gives hiring, promotion, training and retention preference to BSNC shareholders, BSNC shareholder descendants and BSNC shareholder spouses, in that order.
**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity/ AA/ Male/ Female/ Disability/ Vets employer.
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.
Visit our website at
****for more details and to apply.

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