Senior Windows Desktop Engineer III

Job Description
  • Support customers on complex technical issues including problems related to enterprise networks, servers and workstations.
  • Respond to requests and inquiries from users and field support representatives within the pre-determined timeframe of our service level expectations.
  • Investigate and resolve problems installing software as a result of complex environmental variables including VMWare and Windows Server.
  • Identify solutions to work around open issues / problems that are under investigation or pending resolution
  • Document, and track, case histories, issues, and actionable steps taken.
  • Improve documentation of support policies and procedures
  • Provided technical support training to other team members
  • Provide accurate, detailed and timely responses to problems and queries.
  • Provide technical guidance and assistance to customers in troubleshooting, identifying, and resolving system and interface problems.
  • Review installation documentations to verify Server Deployment success, and document recommended changes.
  • Maintain detailed trouble ticket information using the existing Network Operations Center process database, assign proper severity levels, updating steps taken and issue resolution.
Required Experience
  • Strong written, oral, and presentation skills
  • Knowledge of standard hardware and software systems
  • Knowledge of basic networking concepts and terminology
  • Previous experience troubleshooting application-related problems
  • Ability to install and verify software package installations
  • Knowledge of information systems concepts and terminology
  • Knowledge of online technical resources and ability to access same
  • Strong analytical skills
  • Working knowledge of Visio and MS Office
  • Basic knowledge of Linux, SQL, DC and MS Exchange
  • Strong analytical skills and ability to provide configuration management services on a dynamic changing program
Education (state required or preferred)
  • Bachelor s Degree (in Computer Science or related field) or equivalent, and 8 – 12 years of related experience
Security Clearance and Citizenship Requirements DoD Secret/US
Preferred Certificates ITIL Foundations
AWS Associate
ASW Certification
VMWare Associate
VMWare Professional
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