Tier III Desktop Hardware Engineer Job at Global Enterprise Services, LLC
Tier III Desktop Hardware Engineer
Under general supervision, provides third-tier support to end-users for PC, server, mainframe applications and hardware. Handles problems that the first and second tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Level.
Education and Experience:
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High School Diploma or equivalent
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3+ years of applicable work experience
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ITIL, HDI, or Windows 10 MCTS certification
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Remedy/ServiceNow experience
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Security+ CE (or appropriate DoDM 8570 Baseline Certification)
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IAT Level II certification is required before start
Responsibilities:
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Experience supporting Windows 10, and MS Office 2016
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Experience using Remedy or a similar ticketing system
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Highly skilled at explaining technical subjects to non- technical as well as technical customers
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Expert in STIGs, Policy and Procedures for PC Techs
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Strong customer service orientation
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Current and proficient in any new concepts or practices in own IT discipline and applies that knowledge to the current work.
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Ability to work with other teams outside of Field Ops
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Work with PC Techs to resolve issues
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Installs, configures, tests, maintains, monitors, and troubleshoots level III end user workstation equipment and printers
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Have flexible working hours to be available to support team when needed
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Perform all other duties as assigned
Knowledge and Skills:
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Has basic knowledge of Project Management.
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Technical writing experience
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Innovative, team-oriented problem solver
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Strong commitment to providing quality service
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Excellent interpersonal, negotiation and communication (verbal and written) skills
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Excellent organizational, time management and follow through skills
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Ability to manage multiple competing priorities
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Strong analytical and follow through skills
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Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
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Ability to work well independently on defined tasks
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Ability to work well as part of a team
Technical Knowledge
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Experience working in a DoD environment
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Experience working with 3rd party vendors
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Training PC Techs on Printers
Clearance/Citizenship:
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Secret
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Must be US Citizen
Travel Requirements:
This position will involve minimal travel
Location: Fort Meade, MD
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