Desktop Support Engineer-Remote - DirectViz Solutions, LLC

DirectViz Solutions is a high-level, strategic consulting services firm that meets mission needs for commercial and government clients. We are hiring a Senior Desktop Support Engineer. This position will be remote. The position requires an active Top-Secret clearance.

Experience & Education:

• Bachelor's degree or four years of experience in a computing environment.
• Two years of experience in troubleshooting with Microsoft Windows and associated applications such as Microsoft Office and Microsoft Edge.
• Be able to demonstrate the required knowledge, skills, and abilities.
• Excellent planning, organizing, problem solving, and verbal and written communication skills required.

Technical Requirements:

• Ability to proactively identify, troubleshoot and resolve systems issues.
• Excellent understanding of Windows 10/11 in a locked down environment.
• Experience working in a team-oriented, collaborative environment.
• Strong commitment to detailed planning, documentation, and quality assurance processes.

Responsibilities:

• Strong customer service awareness to keep the customers' requirements constantly in mind and ensure that activities align closely with these requirements.
• Install, configure, and monitor Acronis CyberBackup 12.5 SCS (Hardened Edition) infrastructure. Includes working with vendor directly for support. This includes general administration of the Acronis system and clients to ensure defined client policies are being enforced.
• Monitor and ensure approximately 12,500 client machines are running backups efficiently. Resolve any issues with the clients using various reports and PowerShell scripting to identify and diagnose issues proactively.
• Provide weekly SLA metrics to DFAS, maintaining 98% success rates for backups across the enterprise per the DMI contract specifications.
• Assist Local Support Team staff and users with data restoration when requested.
• Assist customer with data spillage and legal holds for backed up data when requested.
• Top-level desktop support - isolate, identify, and troubleshoot root causes of desktop issues.
• Works with team to implement fixes or develops processes for lower tiered support to fix.
• Diagnose and quickly resolve a wide range of Microsoft Windows applications to help minimize
• Identify security issues and risks and develop comprehensive mitigation plans for IAVAs.
• Develops automation to reduce manual intervention in the engineering process.
• Identifies and targets problem areas within his/her function to ensure processes are established or improved.
• Helps to introduce and develop best practices within the group.
• Mentors fellow team members and successfully imparts his/her expertise to them. Security Requirements: CompTIA Security+ CE, DOD Security Clearance, Top Secret.

Required Skills:

• Windows 10/11 Troubleshooting
• Browser Support (Chrome, Edge, Firefox)
• Microsoft Office 365/OneDrive
• Acronis CyberBackup
• Service Now Ticketing System

Additional Skills:

• Group Policy Administration
• PowerShell
• McAfee ePolicy Orchestrator (HBSS)
• Windows Management Instrumentation
• Network Vulnerability Scanner (ACAS)

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.