Responsibilities

We are hiringfor a Desktop Engineer. This qualified individual will be the primary technical resource for the Desktop Platform activities and desktop support technical activities. The selected indivdiual works with DPM Lead Systems Engineers to test solutions and images before deployment to the field. Escalation point for field support on troubleshooting hard to solve equipment challenges. They are responsible for managing desktop and application administration, resolve user support issues while collaborating with other support personnel, participate in support initiatives and projects, meet deadlines, and deliver quality results, provide direct technical assistance and support to Field Support and work directly with customers to resolve issues in live production environments. 

What you will do:

• Work through various types of technical and customer service issues and ensure customer satisfaction
• Performs installations, upgrades, configuration, and troubleshooting of customer-specific hardware and software, and mobile devices
• Provide instructions to customers and support staff in the use of equipment and software
• Posses the ability to complete multiple simultaneous tasks/projects in a timely manner
• Interface with other teams when needed to help resolve customer issues
• Document incident status and solutions using ticket tracking system
• Accepts warm transfers from other technicians to continue customer support
• Efficiently escalate issues to higher tiers when needed
• Ensure SLA compliance
• Configure and install various IT hardware and application systems such as desktops, routers, servers, switches, Wi-Fi antennas, Network security devices, Access control system any other application once given the necessary procedures and authorization.
• Develop installation schedules, prepare and create installation packages.
• Prepare documentation for configuration changes at each site and supporting test reports.
• Coordinate post installation operations and maintenance support.
• Provide Technical support for Windows and MAC desktop and laptop imaging for large enterprise.
• Assist with the management and maintenance of Active Directory users and computers, groups, and policies.

Qualifications

Required Qualifications:

• BS/BA with 2 years of experience. Additional years of experience maybe accepted in lieu of the degree 
• Experience working in a customer-facing technical support role, including Service Desk/Help Desk/Desktop support
• Experience with both Windows PCs and MacOS X workstations
• Experience with a variety of COTS tools (Cylance and BigFix Image awareness a plus) and the ability to learn new tools quickly
• Familiarity with cloud environments including Azure, AWS, and Google Cloud is a plus
• Active Directory Management experience
• One or more of the following: Microsoft MCP, Apple ACSP, CompTIA A / Net certifications
• ITIL Foundations (or ability to obtain ITIL Foundations certification within 3 months of joining)
• Experience with Service Now
• Must be detail-oriented, organized, and can work under tight deadlines.
• Must have a comprehensive knowledge of generic IT hardware devices.
• Must have the ability to read and understand installation guides, wiring drawings, system requirements and site-specific installation policies/procedures.
• Must have excellent analytical skills in troubleshooting IT hardware installation, application setup, and maintenance, testing capabilities, problem identification, and/or resolution.
• Must understand how to configure IT hardware, and/or be able to communicate with engineering for directives on newer system’s configuration.
• Must have competencies in testing/verifying proper operation of all hardware installations with direction from the engineering staff or IT administration.
• Must be a US Citizen
• Must be able to obtain and maintain the required agency clearance

Desired Qualifications:

• Federal customer experience supporting HHS, preferably NIH desired.

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way. 

Peraton Overview

Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range