Service Desk Engineer

The purpose of this position is to provide advanced 3rd/4th level support to users via escalations from Level
1, 2 and 3 technicians and to perform engineering tasks such as design and deployment of new software
packages, desktop and laptop patch management, design and implementation of user facing portals for
password resets and account unlocks.
SCOPE OF WORK
The position s SCOPE OF WORK include the following:
Monitor incoming ticked and assign them to the proper Service Desk Engineer, Technician, or
Operation group
Review patch deployment in desktop environment
Work with IT development teams to ensure workflows are properly configured in the ticketing
system
Work with the security team to ensure all workstations are patched weekly
Review weekly reports in regard to workstation performance and ticket volume, make
recommendations
Mentor and train Service Desk Staff
Manage large scale software deployments
Develop and maintain hardware standard for laptops and desktops
Maintain workstation refresh schedule
Conduct research and development under guidance of supervisor
Administer Cisco VoIP phone system
Develop and document Service Desk procedures
QUALIFICATION AND EXPERIENCE:
EXPERIENCE: Years of Experience
Advanced computer expertise 8+ years
Microsoft Office Application Suite 8+ years
Microsoft Windows 7/8/10 Experience
OSX\iOS\Android Experience
Windows Server 2008/2012 Experience
Active Directory Experience
Powershell scripting experience 4+ years
Experience with large scale software deployments
Managing ticket escalations
NOTE: In addition, this is the desired experience.
Customer service experience.
Experience installing Windows and Building/Repairing PC s.
Creating standardized images for large scale deployments
End user support 6+ years
Networking Technologies 6-8 years
Ticketing Systems 4+ years
Universal Service Administrative Co. | Staff Augmentation Services | USAC-25-066 | Request for Proposals (RFP)
Attachment 3 - Page 56
Available for Public Use
Remote PC Management 6+ years
Audio Visual Systems Support 2+ years
SPECIAL SKILLS:
Advanced computer skills and application software understanding.
Ability to use ticketing system, Ghost and remote tools.
Ability to lift equipment up to 50 lbs.
Preparing and delivering information in a concise and professionally written format
Preparing and presenting information to staff in a formal and informal setting.
Working in teams
Developing and/or creating new more effective procedures or approaches to helpdesk issues.
Analyzing and developing solutions to problems
Providing quality and detail oriented technical support.
Providing timely and high-quality customer service and support to end users.
Excellent interpersonal and communication skills.