Desktop Support Engineer

Universal Technical Resource Services, Inc. • Dover, NJ

2d • $90,000 - $115,000 • Onsite

About The Position

Universal Technical Resource Services, Inc. (UTRS) is currently seeking a Desktop Support Engineer to join our team! At UTRS, we enjoy the benefits of working in a collaborative environment of close-knit team members. As a company, we provide a wide range of leading-edge engineering, management, and digital services to the public and private sectors. We are looking for someone that will support our mission to consistently deliver creative, high-quality, technology-based services to our customers on time and within budget.
This position will be supporting the Army’s Defense and Research Engineering Network (DREN). The ideal candidate will be a proactive problem-solver responsible for providing comprehensive end-user support, managing system configurations, and ensuring the operational readiness of desktop and laptop systems within secure and unclassified environments. You will serve as a key point of contact for troubleshooting software issues, while maintaining a robust and compliant security posture across all endpoints.
This position is located at Picatinny Arsenal, NJ.
What will you be doing?
This position will be a key member of the Desktop Support Team. Duties include:
End-User & Helpdesk Support
Serve as a primary point of contact for Tier 1 and Tier 2 technical support, managing the full lifecycle of helpdesk tickets in accordance with service level agreements (SLAs).
Deliver expert in-person and remote troubleshooting for all software-related issues, including the Windows operating system, Microsoft Office Suite, and other mission-specific DoD applications.
Provide dedicated support for user account administration, software installation, and system imaging requests, ensuring compliance with established security protocols.
System & Endpoint Management:
Utilize Microsoft System Center Configuration Manager (SCCM) for enterprise-wide software deployment, system imaging, application packaging, and endpoint management.
Execute routine and emergency patch management cycles using SCCM to address vulnerabilities and ensure systems comply with DoD Information Assurance Vulnerability Alerts (IAVAs).
Develop, test, and deploy standardized system images (e.g., Windows 11) to new and existing hardware.
Active Directory & Account Management:
Perform routine Active Directory (AD) tasks, including creating and managing user/computer accounts, security groups, and organizational units (OUs).
Assist with user onboarding and off-boarding processes, ensuring accounts are provisioned, modified, and de-provisioned according to security protocols.
Troubleshoot user login issues and enforce Group Policy Objects (GPO) to maintain system configuration standards.
Security & Compliance:
Ensure all managed systems adhere to DoD security policies, DISA STIGs (Security Technical Implementation Guides), and RMF (Risk Management Framework) requirements.
Assist in documentation and evidence gathering for security audits and system accreditation processes.
Maintain accurate inventory of all hardware and software assets.

Requirements

• Must possess an active Secret security clearance or ability to obtain one.
• Minimum of 3-5 years of experience in a desktop support or helpdesk role within a DoD or federal government environment.
• Demonstrated proficiency with Microsoft SCCM for software deployment, reporting, and patch management.
• Strong hands-on experience with Active Directory, including user account management, GPO, and permissions.
• Proven experience with creating, deploying, and maintaining standardized system images.
• CompTIA Security+ CE or another DoD 8570 IAT Level II baseline certification is required.
• Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues independently.
• Strong customer service orientation and communication skills.
• Must be US Citizen and able to obtain a security clearance

Nice To Haves

• Experience with scripting languages (PowerShell, VBScript) for automation of administrative tasks.
• Familiarity with DISA STIG implementation and vulnerability scanning tools (e.g., ACAS/Nessus).
• Experience with virtual desktop infrastructure (VDI) environments (e.g., VMware Horizon, Citrix).
• Relevant technical certifications such as MCSA/MCSE, CompTIA A+, or Network+.

Responsibilities

• Serve as a primary point of contact for Tier 1 and Tier 2 technical support, managing the full lifecycle of helpdesk tickets in accordance with service level agreements (SLAs).
• Deliver expert in-person and remote troubleshooting for all software-related issues, including the Windows operating system, Microsoft Office Suite, and other mission-specific DoD applications.
• Provide dedicated support for user account administration, software installation, and system imaging requests, ensuring compliance with established security protocols.
• Utilize Microsoft System Center Configuration Manager (SCCM) for enterprise-wide software deployment, system imaging, application packaging, and endpoint management.
• Execute routine and emergency patch management cycles using SCCM to address vulnerabilities and ensure systems comply with DoD Information Assurance Vulnerability Alerts (IAVAs).
• Develop, test, and deploy standardized system images (e.g., Windows 11) to new and existing hardware.
• Perform routine Active Directory (AD) tasks, including creating and managing user/computer accounts, security groups, and organizational units (OUs).
• Assist with user onboarding and off-boarding processes, ensuring accounts are provisioned, modified, and de-provisioned according to security protocols.
• Troubleshoot user login issues and enforce Group Policy Objects (GPO) to maintain system configuration standards.
• Ensure all managed systems adhere to DoD security policies, DISA STIGs (Security Technical Implementation Guides), and RMF (Risk Management Framework) requirements.
• Assist in documentation and evidence gathering for security audits and system accreditation processes.
• Maintain accurate inventory of all hardware and software assets.

Benefits

• Our Benefits - UTRS | Always, Got Your Back
• UTRS is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
• UTRS is a drug-free workplace with pre-employment drug testing and background verifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees