Service Desk Engineer

GovFirst is currently seeking a Service Desk Engineer to support our customer in Washington D.C.

The effort will focus on a wide range of IT services through migration to the Intelligence Community (IC) information sharing, secure cloud-based operational environment, the Intelligence Community s Information Technology Enterprise (ICITE) along with an array of technical expertise and analytical support which allows DOE and the United States Intelligence Community (USIC) to detect, protect, mitigate, and counter hostile threats directed against DOE networks and critical national assets.

Responsibilities

• Provide Tier 1 and Tier 2 Help Desk support to user community (phone, email or drive-by)
  
• Follow established processes, using Active Directory to reset user passwords, create/delete user accounts and assign account privileges
  
• Utilize remote access tools such as DameWare, Skype for Business to resolve issues
  
• Utilize TicketWeb (SolarWinds) to log tickets
  
• Document and update known fixes for future reference in knowledge base
  
• Perform WebRAO duties to issue PKI certs for secure browsers
  
• Onboard new employees and train on system
  
• iPhone 11/12 and tablet support (set up email access)
  
• Daily checks and performance monitoring to ensure system integrity, documenting and reporting alerts per established processes
  
• Assign, activate, troubleshoot and reset RSA Tokens
  
• Entrust Administrator duties (create, restore and troubleshoot accounts)
  
• Escalate Issues as needed to Tier 3 (Server, Exchange, Network, SharePoint) Teams
  

Qualifications

• Bachelor s degree and 12+ years of IT experience
  
• Must have an active Top Secret with ability to obtain a Q and SCI clearance