Come Join Our Team! DKW Communications, Inc. (DKW) is a government contractor providing professional and technical services to various government agencies i.e. defense, law enforcement and security. DKW was recently named a Top Workplace in Washington Post Top Workplaces Culture Excellence Awards, and we are seeking talented individuals to join our winning team!

DKW is currently looking for a Senior Help Desk Analyst (Tier 2) to support our team. The individual hired for this position will provide support to the United States Agency for International Development (USAID) Office of the Inspector General (OIG). This position is located in Washington, DC.

Overview

The Tier II Help Desk Analyst will intercept and handle all escalations from Tier I, in accordance with standard industry practices. The Tier II analyst will have strong troubleshooting skills and will be responsible for managing PCs, printers, servers, and related equipment (monitor, keyboard, mouse, hard drive, etc), to include the below duties: 

• Maintain user PCs, including upgrades and configuration
• Maintain inventory of all equipment, software, and license users
• Update and maintain procedures for hardware and software, including but not limited to desktops, system operations, and product assembly
• Installation to include machine imaging and security update maintenance
• Provide support for operating system and/or application software initiatives and ensure that current releases of software products are in use
• Perform testing to ensure operability, efficiency, and compliance with existing standards
• Ensure appropriate on-site repairs are successfully completed
• Resolve complex hardware and software configuration and network access problems 
• Ensures that IM asset tracking inventory database remains current and excess equipment is properly labels and processed for disposal
• Ensure that all software configuration changes shall be submitted through the USAID OIG IT Governance Board
• Install and configure desktop equipment for efficient operation, including moving employee work workstations
• Install and configure desktop software for proper integration with USAID/OIG supported equipment and devices, including but not limited to moving employee work stations.
• Perform daily checks routine check on conference room equipment for approximately six conference rooms, no later than 8 AM EST.

Experience/Requirements

• Secret security clearance is REQUIRED.
• 5 years of related experience with user support.
• Microsoft Certified: Modern Desktop Administrator/Security Administrator certification is REQUIRED.
• Experience supporting a myriad of applications and services in a hybrid environment (on-premises, private-cloud, and commercial-cloud). 
• Experience with Equipment Manufacturer (OEM) Windows laptops and desktops; Apple iPhones and iPads; different models of corporate multi-functional and desktop printers; mobile devices, to include Android and iOS mobile operating systems. 
• Experience with Windows 10 or higher operating system and mobile device operating systems iOS and Android. 
• Knowledge of and experience with the majority of applications and services listed below: 
  • Office 365 (Outlook for Email)
  • BMC Footprints Ticketing System
  • Microsoft Visio
  • Microsoft Project
  • VMware
  • SharePoint Online
  • Power BI
  • Teams
  • WebEX
  • Teammate Suite
  • Adobe Acrobat
  • Tableau
  • In-House Applications
    • AIMS
    • External Website
    • List Services
• One of the certifications listed below is also strongly preferred, but not required:
  • CompTIA A
  • CompTIA Network
  • CompTIA Security
  • Microsoft Certified Desktop Support Technician (MCDST)
  • Microsoft Certified Technology Specialist (MCTS)
  • Microsoft Certified: Modern Desktop Administrator/ Microsoft Certified: Security Administrator
  • Microsoft Certified: Azure Administrator Associate
  • HDI
  • ITIL

**All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.**