Help Desk Engineer

Position Overview

The PCTE Help Desk provides top-tier IT support to a variety of PCTE users in a multifaceted and dynamic environment. Successful Help Desk Engineers will be proficient across a wide range of IT and cybersecurity products, tools, architectures, and implementations, utilizing this expertise to document, monitor, and resolve reported issues while ensuring adherence to operational service level standards. Collaboration with customers and third-party organizations is crucial, and the Help Desk Engineers must be adept at responding to ad-hoc technical requirements while managing priorities across the enterprise.

The ability to thrive in high-pressure situations is essential.

The position is full-time on-site in Annapolis Junction, MD. As the PCTE Help Desk operates 24x7x365, we have openings on multiple shifts on weekdays and weekends.

• Use Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.
• Oversee the creation and maintenance of user accounts, address platform issues raised by users, and ensure swift resolutions.
• Incorporate user feedback for ongoing improvements to the customer experience.
• Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
• Use product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions.
• Offer guidance on issue resolution approaches and elevate issues as needed.
• Support software and device installations/upgrades, including hardware‑in‑the‑loop.

• Bachelor’s degree in a technical discipline such as information technology, computer science, systems or software engineering from an accredited college or university. Six years of relevant experience can be substituted for a bachelor’s degree.
• DoD 8570 IAT Level II or greater certification such as Security+, CCNA, CISSP or other equivalent certification within six months of hire.
• AWS Certified Solutions Architect (Associate), VMware VCP‑Cloud, and similar certifications.
• Certifications in Red Hat / Linux / VMware / Windows (install, configure, maintain and administer).
• Relevant network engineering certification such as JNCP, CCNA, Palo Alto, CCNA Cyber Ops, or others.
• 5+ years of directly related experience supporting help desk operations.
• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Display meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%, minimizing the need for corrective actions.
• Ability to analyze real‑world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
• Offer professional‑level support for IT, virtual environments, and network functions, addressing a range of technical challenges.
• Thrive as a self‑starter in a dynamic and fast‑paced environment, collaborating effectively with engineers of varying skill levels and experience.
• Display sensitivity and adaptability to meet customer needs and requirements effectively.

• Knowledge of, or prior experience with PCTE.
• Demonstrated expertise in administering software systems within virtual machine and container‑based hybrid cloud environments.
• Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign‑On (SSO) using Lightweight Directory Access Protocol (LDAP).
• Proven ability to prioritize and manage multiple tasks, projects, and demands concurrently.
• Ability to interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.
• Proficiency in resolving technical issues encompassing diverse integrated software and hardware platforms.

Please note that pursuant to a government contract, this specific position requires U. S. Citizenship status and a TS/SCI security clearance with the ability to pass a…