Key Concepts Knowledgebase, LLC., is seeking a Desktop Engineer (Level II) for a project at a large government support organization. The successful candidate will work with our IT managers, engineers, technicians, and the client to ensure the expectations of both parties are fulfilled in a timely, cost-effective manner.
The Desktop Engineer (Level II) responsibilities are as follows: - Provide polite, friendly, professional, and courteous customer service at all times
- Work through various types of technical and customer service issues and ensure customer satisfaction
- Performs installations, upgrades, configuration, and troubleshooting of customer-specific hardware and software, and mobile devices
- Provide instructions to customers and support staff in the use of equipment and software
- Posses the ability to complete multiple simultaneous tasks/projects in a timely manner
- Interface with other teams when needed to help resolve customer issues
- Document incident status and solutions using ticket tracking system
- Accepts warm transfers from other technicians to continue customer support
- Efficiently escalate issues to higher tiers when needed
- Ensure SLA compliance
- Configure and install various IT hardware and application systems such as desktops, routers, servers, switches, Wi-Fi antennas, Network security devices, Access control system any other application once given the necessary procedures and authorization.
- Develop installation schedules, prepare and create installation packages.
- Prepare documentation for configuration changes at each site and supporting test reports.
- Coordinate post installation operations and maintenance support.
- Keep track of all hardware inventory and provide weekly reports on status of all Hardware inventory stock.
Qualifications: Knowledge, Skills and Abilities: - Must be detail-oriented, organized, and can work under tight deadlines.
- Must have a comprehensive knowledge of generic IT hardware devices and working knowledge of new more complex devices.
- Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures.
- Must have excellent analytical skills in troubleshooting IT hardware and applications, testing capabilities, problem identification and/or resolution, and preventative maintenance knowledge.
- Must understand how to configure IT hardware, and/or be able to communicate with engineering for directives on newer system's configuration.
- Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration.
- Must be able to learn installation procedures and best practices for special systems via training or direction from engineering.
Position Requirements Required: - Excellent written and verbal communication skills with the ability to communicate very well with users, peers and managers.
- Extensive knowledge of IT Hardware systems and their configurations
- Extensive experience troubleshooting IT Hardware systems.
- Generic program management and reporting competency.
- 5+ years progressive experience as a Tier II or Tier III Support Technician in a federal government IT service delivery operation with large scale, multi-faceted IT support.
- Must have two of the following certs: CompTIA+, CompTIA-Network+ and CompTIA- Server+.
Desired:Training and Certifications:Education: - Associate degree in Computer Science, Engineering, Information Technology, or related discipline with 4+ years of experience; or a GED with a minimum of 5+ years' years demonstrated related work experience in a large multi-platform Information Services environment.
- HDI institute certifications
Other: - Must be able to obtain and/or pass a public trust background check. Must be able to work flexible hours and multiple locations.
Full-Time/Part-Time Full-Time
Position NIH Hardware Installation Technician (Level II)
Location Bethesda
This position is currently accepting applications.
