Project Description

The candidate for this position will be responsible for providing technical support for hardware and software for end users. This position will oversee and establish Service Desk processes designed to enable the delivery of 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

1. Develop and ensure deployment documentation such as design and environment specifications, user and technical manuals, and process documentation. Works with and troubleshoots remote access technologies (VPN, terminal services)
2. Maintain Active Directory Group Policy and Preference management
3. Monitor operating system & apply patching when applicable
4. 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
5. Conduct proof of concepts and evaluation of new client computing hardware and software technology and research and develop new procedures that streamline operational processes
6. Subject Matter Expert on highly complex issues for Desktop and Service Support teams
7. Develop and document architectural design for endpoint hardware as well as operating systems configurations and management capabilities
8. Perform secure baseline image creation and tailoring of Windows operating system images for specific hardware configurations from a common core baseline
9. Support application packaging, deployments, documentation and release control in an Enterprise environment
10. Utilize PowerShell scripting to maximize productivity of platform management
11. Administer corporate mobile device management solution
12. Maintain platform security and compliance in alignment with agency's cyber security program to protect data
13. Define, create and test Group Policies and updates for endpoint OS
14. Utilize standard enterprise tools to develop or implement infrastructure hardware, software or other technical components
15. Provide preventative maintenance, troubleshooting and quickly resolve routine problems to ensure infrastructure stability
16. Work alongside business operations teams, project management teams, and additional IT teams to coordinate work efforts and establish processes
17. Perform system software and hardware upgrades and changes; including planning, scheduling, testing and coordination
18. Monitor, measure and test current/new infrastructure products and services
19. Perform operational, project and support tasks with little to no supervision, while meeting or exceeding SLAs and performance expectations.

Required Qualifications

• 84 months experience in the field of Desktop Engineering
• 84 months experience with technical approaches in design, build testing and debugging problems
• 84 months experience in mobile device management (MDM) solution
• 84 months experience with Active Directory group policy standard
• 84 months of engineer experience; research, analysis, planning and implementation
• Certifications relevant to MS Windows
• 84 months experience with Networking concepts (DHCP, VLANS, ACLs, Firewalls, etc.)
• 84 months experience with organizational skills (effectively manages assigned tickets & queues; properly categorize, document ticket resolution in a timely manner) & ability to handle multiple tasks and shifting priorities (effectively prioritize impact vs. urgency. Ex. Technician is working on a non-urgent task like inventory update then a ticket comes regarding a field users' computer not turning on at all.)
• 84 months experience in Windows 11 including 64 bit operating systems
• 84 months experience with Client workstations hardware and operating systems
• 84 months experience with Window image deployment and package creation/management
• 84 months experience with client-based security management tools including anti-virus, PKI, HHD encryption, and general client-based security hardening
• 84 months of scripting language experience - Power Shell & VB Script preferred
• 84 months experience with cyber security best practices and compliance. (ex: not connecting a suspected infected computer to internal agency network during troubleshooting, confirming users have taking AUP training before technicians install software to access department email from their person phone. If a user reports a suspicious email, making sure users properly report suspicious emails received and properly handle the suspected email).
• 84 months experience with advanced troubleshooting and support for VPN, VDI, 2 Factor Authentication and network printing
• 84 months active directory management experience
• 84 months experience analyzing and problem-solving hardware/software issues

MVP Consulting Plus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Reasonable accommodations are available for qualified individuals with disabilities during the application process.