IT Systems & Application Support Engineer

Edgewater Federal Solutions•Albuquerque, NM

About The Position

Edgewater Federal Solutions is seeking an IT Systems & Application Support Engineer to support a major national laboratory. The role combines end-user IT support and systems administration with software application development and support. The successful candidate will work with custom programming, commercial off-the-shelf application configuration and customization, report development, DevOps, scripting, and testing. The engineer provides white-glove support for approved and authorized Windows and macOS operating systems, computers and mobile devices, virtual and thin-client environments, peripherals, conference-room displays, printers, and miscellaneous medical-clinic hardware. Support includes onsite and virtual assistance, diagnostic evaluations, corrective actions, user training, approved software installations and upgrades, inventory and repair logs, and support for Microsoft Office, Outlook accounts, GlobalProtect, and Zscaler. The role also includes system administration, service-request management, customer communications, device remediation for PII and PHI, hardware reporting and acquisition recommendations, and server and operating-system administration. The position supports system reliability and availability through performance monitoring, account and permission management, backups, recovery, and disaster-recovery planning. It also involves documenting systems and procedures, supporting infrastructure upgrades, and designing, developing, testing, debugging, optimizing, and maintaining applications. The engineer translates business requirements into technical specifications, integrates applications with databases, APIs, and other systems, participates in code reviews, collaborates with stakeholders, troubleshoots production application issues, and mitigates application cyber vulnerabilities. A bachelor’s degree in a relevant discipline and at least one year of directly related experience are required. The candidate must be a U.S. citizen and able to obtain and maintain a DOE security clearance.

Requirements

Bachelor’s degree in a relevant discipline.
At least one year of directly related experience demonstrating the knowledge, skills, and ability to perform the job duties.
U.S. citizenship.
Ability to obtain and maintain a DOE security clearance.
Windows and macOS support and administration.
Hardware, software, and printer troubleshooting.
Microsoft 365/Office and Outlook account support.
Remote and onsite technical support.
User training and technical documentation.
Ticket management and customer service.
Data security, PII/PHI compliance, and device remediation.

Responsibilities

Provide white-glove support for approved and authorized MS Windows and macOS operating systems and supported hardware, including computers, mobile devices, thin/zero clients, DaaS and VDI environments, peripherals, conference-room displays, printers, and medical-clinic hardware.
Deliver onsite, virtual, and on-the-spot support, diagnose issues, implement corrections, and train users in the proper operation of systems and programs.
Provide remediations or request extensions or exemptions in response to network-disconnection notices.
Install approved PC software; upgrade computer platforms; train office staff; and maintain equipment repair logs and inventory.
Support Microsoft Office products and maintain Outlook entity accounts.
Support authentication tools including GlobalProtect and Zscaler.
Perform basic-to-advanced system administration for Windows and macOS.
Respond promptly to assigned service requests, meet or exceed standard performance requirements, and escalate tickets when unable to resolve them.
Keep customers informed about repair and installation status, including when repairs are complete.
Wipe computers that have processed PII or PHI before sending them for reapplication.
Prepare hardware reports and specifications and recommendations for hardware acquisitions.
Manage, configure, and maintain servers and operating systems.
Monitor system performance and ensure high availability and reliability.
Manage user accounts and permissions.
Perform backups and recovery and plan for disaster recovery.
Develop and maintain documentation for systems, configurations, training, and procedures.
Support deployment of hardware and infrastructure upgrades.
Design, develop, and maintain software applications.
Analyze business requirements and translate them into technical specifications.
Write, test, debug, and optimize code.
Integrate applications with databases, APIs, and other systems.
Participate in code reviews and ensure adherence to development standards.
Collaborate with product managers, QA teams, system administrators, and other stakeholders.
Troubleshoot and resolve application-level issues in production environments.
Mitigate application cyber vulnerabilities.