Systems Engineer, Intermediate

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ASRC Federal Technology Solutions, LCC is seeking a Systems Engineer, Intermediate to support a newly awarded contract in Washington, DC.
Work location: Onsite (Monday - Friday). This position requires occasional after-hours, weekend, and shiftwork to perform routine maintenance and upgrades in support of the DHS OIG mission.
Clearance: Public Trust. US Citizenship to successfully complete a DHS background investigation.
Summary: The Intermediate Systems Engineer will engage in planning and coordinating the installation, testing, operation, troubleshooting, and maintenance of hardware and software systems to support the OIG Help Desk. This role entails scheduling the implementation of new and modified hardware, applications, and operating systems, while managing access rights, accounts, and network resources. The engineer will ensure optimal system performance, capacity, availability, and serviceability. Additionally, responsibilities include implementing security measures, documenting standard operating procedures for systems administration, resolving issues related to hardware and software interoperability, and ensuring the systems’ availability, integrity, and functionality. The position requires independent work and adaptability to new systems, along with the provision of Tier II support to OIG end-users.
Position Responsibilities
• Helpdesk Support Services:
• Provide assistance to end-users for a range of technical issues, including hardware, software, password resets, and printer problems.
• Identify, research, and resolve technical problems while maintaining efficient communication with users throughout the troubleshooting process.
• Technical Assistance and Customer Support:
• Respond promptly to telephone calls and emails, ensuring excellent customer service and follow-up to confirm resolution satisfaction.
• Escalate complex issues to senior technical personnel when necessary, ensuring that all problems are tracked and documented in the Helpdesk ticketing system.
• System Monitoring and Maintenance:
• Regularly monitor IT systems to anticipate and resolve potential technical issues before they impact users.
• Document all operations and maintenance activities in the Helpdesk tool (HEAT) with detailed actions taken, results, and pertinent data.
• Reporting and Compliance:
• Prepare and submit various reports reflecting the performance and achievements related to Helpdesk services, adhering to agreed-upon formats and frequencies.
• Conduct periodic assessments to ensure that service level agreements (SLAs) are met, identifying areas for improvement and reporting on progress.
• Inventory Management:
• Assist in maintaining an inventory of IT assets, ensuring that all equipment is accounted for and accurately reported in the asset management system.
• Provide regular inventory status reports, including the condition and operational status of all IT equipment.
• Training and Documentation:
• Develop and maintain a Standard Operating Procedures (SOP) manual for Helpdesk activities to ensure consistency and quality in operations.
• Train end-users on new systems and applications, ensuring they have the knowledge needed to utilize technology effectively.
• Collaboration with IT Teams:
• Work closely with other IT departments to support network and infrastructure systems, ensuring an integrated approach to technology support.
• Participate in team meetings and provide input on process improvements and emerging technologies that can enhance IT service delivery.
Qualifications
• Minimum of five (5) years of experience managing IT systems at the senior level.
• Preference of Bachelor’s degree, or higher, in an IT-related field.
• Minimum of 1 Technical Certification (VMWare Certified Professional (VCP%-DCV or Higher), MCSE: Infrastructure (or MCSE: Cloud Platform and Infrastructure), MCSD: Azure Solutions Architect, MCSA: Windows Server 2012 or Higher, Red Hat, etc.).
• US Citizenship to successfully complete a government issued background investigation.
• Strong customer service skills, teaming skills, and the ability to collaborate within a cross-functional team. Ability to research and resolve problems efficiently and accurately.
• Strong system and network troubleshooting ability.
• Familiar with Windows Server operating systems, specifically Windows Server 2012 R2.
• Familiar