Job Description

Job Description:

The candidate for this position will provide technical support for hardware and software. This position will deliver high-quality service to end users and ensure service support and delivery are in place to meet the agency's business needs.

Day to Day Tasks:

- Taking care of level 2 tickets (and level 1 when necessary, ex: answer phone, create tickets). Tasks include but not limited to onboarding new staff (equipment deployment), offboarding staff, training state staff, providing support for issues that need to be escalated and completed in a timely manner.
- Utilize PowerShell scripting to maximize productivity of platform management.
- Administer corporate mobile device management solution.
- Maintain platform security and compliance in alignment with agency's cyber security program to protect data.
- Test Group Policies and updates for endpoint OS.
- Utilize standard enterprise tools to develop or implement infrastructure hardware, software, or other technical components.
- Provide preventative maintenance, troubleshooting and quickly resolve routine problems to ensure infrastructure stability.
- Work alongside business operations teams, project management teams, and additional IT teams to coordinate work efforts and establish processes.
- Perform system software and hardware upgrades and changes, including planning, scheduling, testing and coordination.
- Monitor, measure, and test current/new infrastructure products and services.
- Perform operational, project, and support tasks with little to no supervision, while meeting or exceeding SLAs and performance expectations.
- Develop and ensure deployment documentation such as design and environment specifications, user and technical manuals, and process documentation.
- Use of remote access technologies (VPN, terminal services)
- Collaborate with internal and external application support, systems infrastructure, security, network, telecom, and service desk departments to deliver the best desktop experience to the enterprise.

Mandatory Qualifications:

IT Specialist - Works in the field of Information Technology, experienced in the usage and support of a collection of development platforms, technical architectures or business applications and products that run on those platforms - beyond that of a Programmer.

Junior - 12-36 Months

Requested Qualifications:

- 36 Months experience in the field of Desktop Support
- 36 Months experience with technical approaches in design, build testing, and debugging problems.
- 36 Months experience in mobile device management (MDM) solutions.
- 36 Months experience with Active Directory group policy standards
- 36 Months experience with Networking concepts (DHCP, VLANs, ACLs, Firewalls, etc.).
- 36 Months of Windows 7 & 10 experience including 64-bit operating systems.
- 36 Months of scripting language experience - Power Shell preferred
- 36 Months of experience with client-based security management tools including anti-virus, PKI, HDD encryption, and general client-based security hardening.
- 36 Months of recent experience with Window image deployment using MDT.
- 36 Months experience with advanced troubleshooting and support for VPN, 2 Factor Authentication, and network printing.
- 36 Months active Directory management experience
- 36 Months experience with cyber security best practices and compliance
- 36 Months experience with Intel workstation hardware and operating systems
- 36 Months of experience of analytical and problem-solving abilities dealing with hardware and software issues.
- 36 Months of engineer experience: research, analysis, planning and implementation.
- Certifications relevant to MS Windows