Desktop Engineer

Location

Rockville, MD | United States

Job description

CVP is seeking Desktop Engineers to join our growing team. Desktop Engineers are the p rimary technical resource for the Desktop Platform activities and desktop support technical activities . They w orks with DPM Lead Systems Engineers to test solutions and images before deployment to the field. Escalation point for field support on troubleshooting hard to solve equipment challenges . Responsible for managing desktop and application administration, resolve user support issues while collaborating with other support personnel, participate in support initiatives and projects, meet deadlines, and deliver quality results, provide direct technical assistance and support to Field Support and work directly with customers to resolve issues in live production environments. Provide Technical support for Windows and MAC desktop and laptop imaging for large enterprise . Assist with the management and maintenance of Active Directory users and computers, groups, and policies

• 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.  

• BS/BA with 2 years of experience  ( note: 2 years’ experience listed in LCAT does not jive with the description and roles and responsibilities)  
• E xperience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support  
• Experience with both Windows PCs and MacOS X workstations  
• Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly  
• Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus  
• Active Directory Management experience  
• One or more of the following: Microsoft MCP, Apple ACSP, CompTIA A+/ Net+ certifications  
• ITIL Foundations (or ability to obtain ITIL Foundations certification within 3 months of joining) 
• Experience with Service Now  
• Must be detail-oriented, organized, and can work under tight deadlines.  
• Must have a comprehensive knowledge of generic IT hardware 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 installation, application setup, and maintenance, testing capabilities, problem identification, and/or resolution.  
• 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.  

Desired Qualifications  

• Federal customer experience supporting HHS, preferably NIH desired.  

About CVP

CVP is an award-winning healthcare and next-gen technology and consulting services firm solving critical problems for healthcare, national security, and public sector clients. We   help organizations achieve lasting transformation and build a healthy, safe, and equitable world—a future we call  What’s Next.  

What do we do?  We do work that matters like advancing mental and behavioral health, streamlining immigration, and improving access and outcomes for underserved populations including Veterans, people experiencing homelessness, and rural American residents.   

How do we do it?  Our team of industry experts deliver integrated, innovative solutions in Healthcare Research & Technology, Digital Transformation, Data Science, Cybersecurity, Marketing Communications & Change Management, and Strategy & Transformation.  

Why do we do it?  Our    define   the CVP culture, guide our decisions, and enable our client-focused mission. We’re relentlessly focused on making a difference and building  What’s   Next   for our clients and their customers.  

We believe diversity, equity, and inclusion are essential components of our individual and collective success, and our commitment to hiring and supporting Veterans has earned us three HIRE Vets gold medallions. Join us to start or advance your career with a mission-focused firm transforming healthcare, enhancing security, and making government work better.  

Customer Value Partners, LLC is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities.  

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