Senior IT Service Desk Engineer – TS/SCI

Senior IT Service Desk Engineer

Location: Vienna, VA

Clearance: Active TS/SCI

Integral Federal is actively looking to hire a Senior IT Service Desk Engineer – TS/SCI to support a government client located in Vienna, VA. The overall scope of this work will be to provide hands on technically capable computer and system expertise including troubleshooting of incidents within the SCIF and for the overall agency.

Due to the secure nature of this government agency, all candidates must be U.S. citizens and hold an active Department of Defense TOP SECRET clearance with SCI Eligibility.

Responsibilities include maintaining and managing the IT infrastructure and operational needs of the customer including hardware and software issues, desktops, peripherals, and end user issues.

This successful candidate will be responsible for the following:
• Apply advanced understanding of desktop hardware, including deployment procedures, peripheral management and software installation methods.
• Identify and resolve complex technical issues related to desktop / remote hardware and software issues.
• Troubleshoot and provide support to a COTS heavy software environment with emphasis on non-standard configuration issues.
• Research and collaborate in resolving issues associated with proprietary applications spanning interface with an infrastructure team.
• Follow a standard template / SOP for Active Directory / Exchange artifact life cycles.
• Experience working with Issue Tracking software (e.g. HEAT, Remedy, etc.)
• Apply strong knowledge of software deployment through SCCM tools.
• Exhibit a strong Client and Team based attitude in all circumstances inclusive of closed loop communications with end users for issue resolution.
• Be able to meet and maintain Service Level Agreements (SLA) for the Service Desk environment.

Responsibilities:

Requires project management skills to independently organize work, track progress and execute tasks in an Agile manner. Team member shall be flexible in working across IT disciplines and closely coordinate with the IT Service Desk Project Manager to meet end-user requirements and troubleshooting problems when resourcing requires such assistance.

This team will provide overall agency support, and provide support for building out the IT infrastructure for the new SCIF.

After the SCIF equipment is completed, common tasks may include:
• Provide desktop support for users on PCs
• Provide Executive Staff Support
• Provide Video (zoom, WebEx, teams) and On-site Conferencing Support
• Assist end users with remote access (Citrix)
• Configure and install new equipment as necessary
• Maintain vendor relationships in hardware, software and telecom areas
• Assist with research for new acquisitions
• Assist with development of knowledge articles and standard operating procedures
• Collaborate with other IT team members on large projects
• Image and Configure new PCs
• Process and track warranty repairs
• Troubleshoot printers, copiers, and scanning systems
• Troubleshoot and setup video conferencing equipment
• Assist with user desk phone (Avaya) configuration and maintenance
• Assist with user mobile phone (iOS, Intune) configuration and maintenance

Required:

• 5+ years of relevant work experience and Bachelor’s degree or certification in IT related field
• Prior IT Operations support experience with a blend of application, hardware, and networking support, including providing support via phone
• Windows OS Support Experience
• Apple iOS Support Experience
• PowerShell Experience
• Knowledgeable in Microsoft Office 365, Microsoft Intune, Active Directory, Exchange
• Printer Administration Experience
• Strong customer service orientation, A positive attitude in interactions with employees is required
• Excellent interpersonal and communications skills
• Attention to detail in setting up equipment including cable management
• General IT Support Experience
• Organizational skills in managing multiple projects/tasks
• High levels of maturity and professionalism; giving, receiving and responding to feedback effectively

Preferred:

• Relevant certifications such as Azure, Security +

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.

We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Paid Parking

· Employee Assistance Program

Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.