Desktop Specialist

The Desktop Specialist will provide Tier 2 technical support to onsite office and remote users in an enterprise Windows environment. The role primarily consists of troubleshooting a variety of desktop related issues via tickets assigned within Service Now. Staff will be expected to provide professional customer-focused support while solving complex technical issues, collaborate with others as well as work independently, provide status reports to Team Leadership, and must be able to work multiple projects in a dynamic environment.

• Active Top Secret Clearance with SCI eligibility
• Obtain DHS Suitability prior to starting employment
• HS diploma and 8 years of experience
• Work a fixed shift schedule with some flexibility for night/weekend work
• Excellent communication skills, strong attention to detail, ability to work multiple projects in a dynamic environment

• 3-5 years of experience providing onsite/remote Desktop Support
• Windows 10/11 OS, Microsoft Exchange 2016/2019, MS Office 2016/O365
• Desktop Management Solutions: SCCM/MDT (Windows OS Image Development)
• Imaging PCs, Troubleshoot Software/Hardware Issues (Monitors, Printers, KVMs)
• Active Directory (Manage Accounts, Domain Joined Objects, Security Groups)
• Create/Manage Exchange Mailboxes, Distribution Lists, External Contacts
• Troubleshoot Basic Network Issues:
  Connectivity, Port Security, Network Cards
• Intermediate Knowledge of Windows Registry, DHCP Scopes, DNS Records, Print Queues
• Patch Management:
  Schedule weekly updates, Review Tenable security scans, Patch reported findings

• Experience using Service Now, Altiris, SCCM/MECM, VMware Horizon, MS Azure Active Directory
• Manage VMware Horizon Infrastructure:
  Master Images, PC Clones, DEM Profiler, App Volumes
• Software Packaging, SCCM Infrastructure Management, SailPoint Administration
• VMware Horizon Infrastructure:
  Managing Images, DEM Profiler, App Volumes, SDDC