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ASRC Federal · 11 hours ago

Systems Engineer, Intermediate

Washington, DC

Full-time

Onsite

Senior Level

5+ years exp

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. 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, ensuring optimal system performance and providing Tier II support to end-users.

ConsultingGovernmentInformation TechnologyLogisticsProfessional ServicesSpace TravelStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

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

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

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

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

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

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

Qualification

Technical CertificationSystem TroubleshootingWindows Server 2012 R2Customer Service SkillsLinuxStorage TechnologiesCommunicationDetail OrientedTeam Collaboration

Required

Minimum of five (5) years of experience managing IT systems at the senior level

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 with storage technologies and concepts, to include iSCSI and NAS

Familiar with enterprise backup solutions and policies

Familiar with Linux

Performs detail oriented task in an independent environment

Excellent written and verbal communication skills

Experience providing project briefs to senior executives