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Imaging and Desktop Engineer (IBM USAID)
Ref No.: 18-06584
Location: Arlington, Virginia
Position Type:Full Time/Contract
Start Date: 07/18/2018
The Imaging and Desktop Engineer is part of a team responsible for providing new and maintaining the current Windows and Macintosh workstation images.
Task Description:
Responsibilities Include:
·         Build, maintain, and support a base image for workstations including OS, drivers and software packages utilized by all business partners.
·         Escalation point for Managed Workstation issues and/or end user tickets.
·         Monitor and utilize the service desk ticketing system to resolve client issues in a timely manner.
·         Identify trends in reoccurring tickets and focus on resolving globally.  Target automated or scripted fixes instead of manual one-offs.
·         Create and maintain processes and documents pertaining to the managed workstation environment.
·         Lead packages through the Software Introduction Process, ensure standard processes are followed and documented, and troubleshoot issues with the packaging process.
·         Assist Managed Workstation Engineers as time allows for improvements to the workstation base image.
·         Recommend and provide tools to support the managed environment for tier two support personnel and software repackaging/sequencing.
·         Strong understanding and ability to use the following SCCM
·         Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA)
·         Current desktop images include Win7, Win 10and MAC OS
·         The use of ServiceNow for all Incident/Problem/Change records
·         Serves as liaison with clients, participating in meetings to ensure client needs are met
Required skills/Level of Experience:
·         3+ years of experience in a Managed Workstation Engineer or similar role.Strong technical understanding of hardware, drivers, Microsoft OS, software products and the software repackaging/sequencing process.
·         Must be MCSE or MCSA certified
·         AD experience troubleshooting workstation/user policies
Strong Group Policy experience
·         Must have excellent communication skills (oral and writing). May interact with the gov't customer and senior government leadership leaders at the highest levels, prefer those who have experience and skills in this area.
Nice to have skills:
Must have an active Secret clearance.