Tier 2 Desktop Support Engineer

Overview
Tantus Technologies Inc (Tantus) - recognized by the Washington Post as a Top Workplace - is looking to hire a Tier 2 Desktop Support Engineer who will provide Windows desktop system administration, support and services for PCoIP remote workstations in a secure, controlled environment. The individual in this role will also provide software/technical support to resolve desktop application and network connectivity issues, and will be responsible for documenting technical and operating procedures.
What You'll Do

• Respond to incoming calls, tickets, and emails to provide desktop support in a Windows systems support in a production environment. Support Hours are 8am - 5pm M-F. After hours, weekend and escort duties will be required on an as needed basis.
• Provide client system training, perform desk-side training on an as needed basis.
• Provides resolutions for hardware and software problems.
• Refers other problems (e.g. networking) to the appropriate organizations.
• Tracks status of all problems within the environment through resolution.
• Documents special procedures required for continuous operations of systems.
• Reviews monitoring logs for problem identification and suggested resolutions.
• Installs and configures new hardware components for operations in classified network environment, to include network printers and other media devices.
• Interfaces with customers as necessary to support their operational environment.
• Schedules maintenance and services activities
• Plans, conducts, and reports tests with appropriate government staff.
• Develops and maintains detailed and accurate documentation as requested by the Client Service team lead.
• Documentation may be required for operational procedures, troubleshooting aids, and technical analyses for products, features, and capabilities.
• Uses management tools for work request ticket management to respond to and document work efforts requested by customers.

Required Knowledge and Skills

• Top Secret (TS) security clearance required; active "Q" clearance preferred
• At least 3 years of experience providing IT support to users at multiple locations (by phone/remote and on-site visits)
• At least 2 years of experience with:
• Administration of Windows 10 in a domain-connected environments
• Support and administration of Microsoft software (such as Windows Server 2008 R2, Windows Server 2012, Active Directory, Exchange, Office 2013)
• At least one year of experience with:
• Office 365 cloud Exchange administration with domain synchronization
• PowerShell
• Group Policy
• At least one helpdesk ticketing system
• At least one year experience working in a Windows server environment (junior level) OR at least three years of experience as a computer professional maintaining, configuring, installing, and supporting Windows workstations and resources.
• Experience and expertise in VMware ESXi virtual servers on UCS and/or HPE Blade hardware is desirable.
• Understanding of basic networking concepts

Abilities

• Ability to work cooperatively and to function well in a team environment.
• Excellent verbal and written communication skill to be able to ascertain user requirements and prepare documentation.
• Excellent customer interface skills.

Nice to Haves

• SolarWinds or similar monitoring tool experience
• Experience mastering and deploying Windows 10 workstation images (e.g. with WDS/MDT/SCCM)
• Virtualization exposure (VMWare)
• Ability to analyze information requirements