Sr Desktop Support Engineer

About Us

DLH delivers improved health and national security readiness solutions for federal programs through science research and development, systems engineering and integration, and digital transformation. Our experts in public health, performance evaluation, and health operations solve the complex problems faced by civilian and military customers alike by leveraging advanced tools – including digital transformation, artificial intelligence, data analytics, cloud enablement, modeling, and simulation, and more. With over 3,200 employees dedicated to the idea that “Your Mission is Our Passion,” DLH brings a unique combination of government sector experience, proven methodology, and unwavering commitment to innovation to improve the lives of millions.

Overview

The Sr Desktop Support Engineer is responsible for providing strong technical experience in providing technical solutions and support to hardware, software and operating systems in an inter-networked environment. HRSA’s enterprise operating environment includes heterogeneous desktop/laptop operating Windows OS, which encompasses desktop applications, browsers, printers, and telecommunications and video.

Responsibilities

• Diagnose and remediate issues with Windows Infrastructure, as well as other Microsoft and third-party Windows business infrastructure applications (e.g. Windows 10).
• Participate in the design, building, and installation of new systems and system upgrades both locally and at remote offices.
• Provide customer support including, but not limited to, systems administration for assigned servers, workstations or other devices, application support and hardware configuration.
• Monitor local system operations and investigate system issues.
• Manage desktop images for hot fixes and security patches.
• Provide LANDesk support.
• Support CM processes and procedures (DR reporting, audits).
• Perform OS and network performance tuning.
• Support approved OS and software upgrades.
• Automate Desktop solutions and generate reports using VBS and PowerShell.
• Maintain user accounts and group assignments.
• Provide systems engineering and architecture support to ongoing infrastructure operations and projects to maintain highly efficient networks of shared computing resources and data.
• Manage the HRSA’s IBM BigFix service, including patching and software release distributions to workstations and potential servers using IBM BigFix; includes creating and testing packages prior to release.
• Assess vulnerability & patch information from compliance scans for Microsoft Windows (any release) and determine application and production impacts. Experience with Apple OS and UNIX is a positive.
• Provide remediation services to infrastructure teams based on vulnerability & policy compliance scans.
• Actively participate in project activities, strategic and tactical Patch and Configuration Management model development, and improvement of procedures and standards.
• Assist in proactively developing patch and vulnerability management procedures and processes within the operations team and in conjunction with business and IT partners.
• Identify and assess security deficiencies and provide recommendations regarding remediation.
• Ensure patch configuration is up to date ensuring compliance.
• Utilize tools to automate patch deployment, such as IBM BigFix.
• Responsible for patching assets in test and production environments while ensuring quality.
• Participate in Change Advisory Board and technical review meetings to discuss patching, vulnerability impacts and considerations.
• Negotiate, plan and manage patch activities.
• Deploy approved release packages and break-fix solutions in accordance with all enterprise architecture and configuration, change, and release management policies and procedures.
• Develop and maintain small software tools and custom scripts, using PowerShell, Visual Basic, and Wise, to automate repetitive tasks and improve user access to self-service options.
• Troubleshoot and resolve issues as required, and propose and implement changes aimed at continuous improvement.
• Troubleshooting skills in connectivity and migrations to MS O365, Outlook and cloud.
• Cloud competency understanding of services and the complexity of the issues that arise in migrations and deployment to the cloud.

Qualifications

• Seven (7) to twelve (12) years of experience providing collaborative computing implementation, troubleshooting, and maintenance support with a High School diploma at a minimum.
• Expert technical knowledge of desktop hardware.
• Authoritative knowledge of current protocols, operating systems and standards; operate tools, components and peripheral accessories.
• Software and hardware troubleshooting Windows 10 operation and troubleshooting Microsoft Office Products (such as MS O365, etc.).
• Expert in scripting to update/manipulate desktop group policy objects, computer and account object values.
• Expert in operating Ivanti Landesk, IBM BigFix.
• Planning, organizing, facilitation and communications skills.
• Function effectively in a team environment with both technical and non-technical team members.
• Work effectively with minimal supervision. Manage time efficiently, set priorities appropriately, maintain professional demeanor under stress.
• Operate within customer standard operating procedures.

Benefits: DLH Corp offers our employees an excellent benefits package including - Personal Time Off (PTO), medical, dental, vision, supplemental life with AD&D, short and long-term disability, flexible spending accounts, parental leave, legal services and more. We want our employees to save for their future, therefore we offer a 401(k) Retirement Plan, which includes a matching component. DLH is dedicated to your career development, providing training to help drive success, with access to our best-in-class e-Learning suite for formal and informal learning, professional and technical certification preparation, and education assistance at accredited institutions.