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Desktop Engineer with Printer Expertise
Ref No.: 17-15244
Location: Chantilly, Virginia
Position Type:Contract
Start Date: 04/05/2017
 Client : IBM
Duration : One Year
Clearance : Secret
Location Street Address: 2733 Crystal Dr. City: Arlington, VA
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 XP, Win7 and 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
•             Printer Expertise
o             Diagnose, install, maintain and repair network and desktop printers, fax machines, scanners and digital senders as necessary.
o             Create print shares on the Print servers
o             Backup Desktop team as necessary.
o             Assist Server OP's in building Print Servers.
o             Troubleshoot network and desk printing issues pertaining to hardware, software or network related issues
o             Assist MFD team with Adding MFD's to the network
o             Provide end users with best options for printing and refer them to Client Services when necessary.
o             Maintain Printer vulnerabilities at the direction of Security OP's for printers and scanners
o             Maintain reports for network printers and scanners.
o             Assist setup for Special Projects involving printers.
o             Configure and update print and scanner drivers and firmware
o             Keep IMAC Sheets updated when adding and removing devices 
o             Travel to 6 USAID Washington sites as necessary
o             Use Service Now call reporting tool to work service tickets
o             Establish printing standards
o             Provide training for new and existing setups
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
•             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.