Staff Smart, Inc. Jobs

Our client based in the Greater Wash DC area is a 503c Non-Profit. They are leading the fight against slavery and human trafficking. As the largest anti-slavery organization in the world, its mission is to protect the poor from violence by rescuing victims, bringing the criminals to justice, restoring survivors to safety and strength, and helping local law enforcement build a safe future that lasts.

Our client has cast a vision for 2030 which involves mobilizing partnerships to scale their work of rescue and rehabilitation, expanding their global footprint, and leveraging data to effectively prove to the world that their model can end slavery. To support this initiative, our client must rapidly grow their team.

They are seeking a motivated, detail-oriented individual to serve as a Desktop Engineer who will be an effective technical problem solver, be customer-service driven and provide support for a growing global organization.

This is a remote role that will entail quarterly travel mainly within the east coast US*.

This is a 5-month+ contract to hire engagement (conversion to FTE is expected in Jan 2023), which upon conversion offers exceptional benefits.

*All applicants must be fully vaccinated in accordance with CDC guidelines, against Covid-19 to meet the onsite requirements of this role. *

Overview:

The Desktop Engineer will be part of the Global Technology Services (GTS) team that provides technology support for staff across all our client's global offices. The role is responsible for developing and maintaining a standard and secure Windows 10 desktop environment across the global organization. The role will manage the desktop management ecosystem constituted of deployment tools, patching, endpoint management, and other tools. The role is also responsible for the continued maintenance of the global desktop configurations and the development of software packages. The Desktop Engineer will work with the end-user community, specific software applications, and IT service providers to ensure reliable desktop computing across the global technology environment. This role serves as a technical escalation point for the Global Service Desk and other groups within GTS.

Responsibilities

Project and Operational Management

• Evaluate software and hardware technologies and determine how they can be effectively integrated into the environment
• Develop, test, and deploy custom configuration profiles and applications using Intune
• Design and integrate new laptop software and hardware into the environment
• Provide installation, configuration, and support for remote management tools
• Perform regular operating system and application patching of operating systems and applications. This requires experience with the installation, configuration, and use of MDT, Intune, and Endpoint management tools
• Perform (3rd party) application patching of desktop software such as Zoom, Adobe, Java, and Apple products
• Provide technical recommendations, directions, and assistance to ServiceDesk and GTS on new and emerging technologies
• Provide support and expertise for endpoint encryption efforts
• Identify issues for continuous service improvement (CSI) and develops CSI plan(s)
• Manage and controls the engineering cycle for end-user hardware and software
• Coordinate the activities of others performing desktop engineering activities and manages stakeholder expectations and requirements
• Use IT Service Management platform to document work in Incident, Request, Change, Problem or knowledge as appropriate
• Provide reporting to Senior Management for desktop compliance and asset management
• Monitor and manage licenses, making bulk changes for provisioning and de-provisioning when required.

Documentation & Reporting

• Develop standard operating procedures (SOPs) for IT staff re: desktop software and hardware, application patching, endpoint deployment, endpoint management, and more.
• Maintain good documentation through the ServiceNow ITSM platform
• Deliver technical solutions following industry-standard software development life cycle: gather requirements, system configuration, test, and UAT, deployment and support
• Provide support and configuration assistance for the ServiceNow platform
• Assist with asset management lifecycle
• Monitor and troubleshoot integrations of laptop software and hardware technologies in the IJM environment.

Training & Communications

• Translate customer needs into the system, hardware, software, performance, network, and interface requirements
• Train Service Desk team members on new software and hardware as well as application patching efforts
• Provide input to the configuration and maintenance of MS Teams, Office 365 and Digital Adoption Platform
• Critical issue escalation and management; and
• Provide technical recommendations and support technicians in vulnerability remediation efforts.

Requirements

• Bachelor’s degree in Computer Science or any equivalent combination of education, experience, and certification
• 5-7 years of professional work experience in an IT Support role
• 2+ years performing end-user platform engineering and management including desktop administration and configuration management.
• Proven experience with the development, testing, and deployment of Windows configurations, applications, updates, deployment methodologies, and automation
• Proven experience packaging desktop applications for remote distribution using enterprise tools (i.e. Intune, Tanium, JAMF)
• Proven experience providing Tier 3 support to desktop support technicians
• Familiarity with concepts of Incident Management, Problem Management, Change Management, CMDB, Service Requests, and their practical application required
• Proven experience using and providing administration for an ITSM platform. Experience with ServiceNow preferred
• Proven experience supporting cloud-based applications
• Experience with at least 3 of the following technologies/tools required: STIG and/or USGCB guidelines, Microsoft Deployment Tool (MDT), Microsoft SCCM and/or Intune, Active Directory Management (ADM), BitLocker, PGP, and/or Whole Disk Encryption, Public Key Infrastructure and HSPD-12 (as applied in Federal civilian agencies), Antivirus client management (ESET and/or Symantec)
• Proven experience with remote access using VPNs and/or Citrix, thin clients, BYOD, and VDI infrastructure preferred
• Microsoft 365 Fundamentals / Modern Desktop Administrator certification preferred
• ITIL foundations certification preferred, or ability to obtain

Applicants must be authorized to work for any U.S. employer. Sponsorship is not available for this position.

Staff Smart, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.