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Technology Support Engineer
Ref No.: 18-13392
Location: Reston, Virginia
 TitleTechnology Support Engineer
Provide governance and support for endpoint systems including desktops, laptops, printers, peripherals, mobile devices, virtual machines and telephony equipment. Perform as the principal lead for diagnosing and resolving issues within Windows and Mac iOS operating systems and applications. Work with Windows and Mac user administration, remote admin, productivity, and hardware tools. Work within an enterprise environment. Diagnose and resolve complex problems for all end point support issues including but not limited to hardware failures, operating system errors, software compatibility issues and network connectivity. Provide exceptional customer service and end user support during engagements via phone, email conversations and in person. Complete lifecycle maintenance of support work orders in a ticket tracking software platform. This includes ticket creation at the time of initial problem report/service request, status updates, documentation for open work orders and proactively informing users of progress. Set goals and manage the delivery objectives for end-user impacting projects such as IT equipment moves, operating system upgrades and other large scale projects. Perform routine administrative and technical tasks such as reviewing operating logs, performing system imaging, creating user accounts and various reporting. Identify and escalate complex problem reports and service requests to the next tier of support as appropriate. Ability to lift 50 lbs. Available for periodic 24X7 on-call and off-hours support. Other duties as assigned.
Mandatory 3-5 years of experience in the areas of end user support and maintenance of PC hardware and software in a Windows environment, additional Mac experience is preferred. Degree in MIS (or related field) or relevant industry certification(s) preferred. In-depth knowledge of all Windows PC operating systems and Microsoft Office applications required. Working knowledge of essential Windows system administration and networking principles, e.g. Active Directory, TCP/IP configuration, DHCP, and DNS required. Working knowledge of Microsoft technologies such as System Center Configuration Manager (SCCM). Working knowledge with encryption and security tools Experience with VDI technologies Excellent decision making and problem solving skills. Excellent customer service and communication skills. Strong organizational skills with emphasis on detail and follow-up.