Desktop Support Engineer - Potawatomi Federal Solutions, LLC

Desktop Support Engineer

Location:  Fort Detrick, MD

Employment Class:  Full Time Regular

Security Clearance:  ***Secret Security Clearance Required***

FLSA Classification:  Exempt 

Position Summary:

1Prospect Technologies, LLC is seeking a qualified Desktop Support Engineer who will provide hands-on, desk-side technical support to both baseline and fee for service clients of the Fort Detrick Network Enterprise Center (NEC). This includes client hardware and software support. Some desktop support may be handled remotely through remote control software. The work involves planning and delivering customer support services including installation, configuration, troubleshooting, customer assistance and/or training in response to customer requirements.

Why work for us:

• Low stress, team environment
• Supportive leadership
• Growth opportunities
• Strong culture of self-improvement and development

Essential Duties & Responsibilities:

• Provide customer service, support, training and diagnostics to systems and software including productivity applications, Microsoft Windows operating systems, Scripting via PowerShell or similar scripting languages, IP protocols, Active Directory and equipment used in customer organizations.
• Monitor all REMEDY queues for all NEC Fort Detrick REMEDY support groups to ensure that tickets are properly templated and routed to the correct support group.
• Maintain a safe workplace ensuring that he/she is aware of and observes appropriate safety and occupational health rules and regulations.
• May be required to attend safety training relative to his/her position and report any infractions of safety procedures to the facility Safety Officer.
• Duties/Responsibilities listed in the performance work statement which are subject to change by the government customer
• Other duties as assigned

Education & Experience Requirements:

• At least one year of related work experience
• Active SECRET DoD Security Clearance
• Current CompTIA Security+ certification required.
• Current MS Windows 10 certification (desired), or ability to obtain certification within 6 months of hire
• Experience with BMC Remedy 8.1 or similar help desk tracking tools.
• Experience with Microsoft Office products including Access, Excel, and Word.
• Must assist in the development of customer support policies, procedures, and standards;
• Will be required to regularly upgrade technical skills;
• Must ensure the rigorous application of Army information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Duties/responsibilities/qualifications are subject to change based on the needs of the customer.

Knowledge, Skills & Abilities:

• Working knowledge of customer support and troubleshooting principles and methods;
• Ability to plan and deliver a full range of customer support services to customers including installing, configuring, upgrading, and troubleshooting any hardware and software components present; delivering formal and informal training and assistance to customers; reporting, responding to and resolving customer requests via Remedy and other trouble ticketing systems;
• Ability to diagnose and resolve problems in response to customer reported incidents;
• Must be able to identify, research, evaluate, and provide feedback to management on problematic trends and patterns in customer support;
• Ability to assist in the development and management of customer service performance requirements;
• Ability to troubleshoot complex problems & coordination with other IT teams and service providers;
• Demonstrated ability to work without direct supervision.
• Proven customer service skills.
• Ability to apply systematic/systems analysis processes and procedures to troubleshooting diagnostics.
• Advanced diagnostic skills and tools knowledge.
• Knowledge of Army IT regulations and security procedures preferred.

Working Conditions/Working Environment/Physical Demands:

• Works under general supervision and reports to the team or site lead
• Must be able to lift a minimum of 25 pounds
• This position is for the 1st shift.
• Duties are subject to change based on the needs of the government customer

1Prospect Technologies, LLC is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.