Senior Help Desk Engineer

Dark Horse Tech•Washington, DC

7d•Onsite

About The Position

In this role, you will be responsible for ensuring mission systems remain secure, resilient, and fully operational. Combining hands-on technical expertise with a customer-first mindset, providing rapid issue resolution, proactive system monitoring, and cloud infrastructure support that keeps government teams productive and focused on mission success.

Requirements

A degree in Computer Science, Information Systems, Software Engineering or other related analytical, scientific or technical discipline. A BS/BA is highly preferred.
Must have five (5) years of continuous experience in performing Help Desk Support role and duties.
Ability to work independently and also collaborate with application developers, engineers and others.
Must be motivated and results oriented.
Must possess effective written and oral communication skills.

Nice To Haves

CompTIA A+ or Google IT Support Professional Certification highly preferred.
ITIL Certification highly preferred.

Responsibilities

Ensure organization staff are provided with reliable issued workstations, peripheral equipment, necessary infrastructure, desk-side support, system maintenance, software development and support, and Local Area Network (LAN) management services that fully meet mission requirements.
Provide comprehensive help desk support services for the following technologies:
Laptops and desktops running Windows or macOS
Microsoft Office suite
Google Workspace (formerly G Suite)
Adobe Acrobat
Networked printers, copiers, scanners, and individual desk-side printers
Avaya Voicemail System
Organization-specific systems, including but not limited to: Knowledge Store, Arbitration Workstation, Beyond Trust, Physical Access Control System (PACS) – CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron and Mediation Case Management System
GitHub
Cellphones (Apple (iOS) and Samsung (Android))
Tools –Burp suite, Certificates, CrowdStrike-, JAWS, Logs Explorer, Qualys, Uptime, WinZip, Yubikey, Lookout for Mobile Threat Defense
Asset Management
Support tablets and mobile phones for designated users.
Provide basic configuration and access assistance, including help with setting up email accounts (user IDs and passwords), calendars, access credentials, and data encryption.
Provide application support and standard configuration management for operating environments. This includes creating operating system images and ensuring compliance with established configuration baselines, such as the Defense Information Systems Agency (DISA) Security Technical Implementation Guides (STIGs).
Configuration management support encompassing maintaining and documenting a Standard Operating Environment (SOE) for organization-supplied devices, performing software patching and upgrades, and delivering real-time online support for remote users.
Support LogMeIn for remote user management.
Provide configuration and support for LAN firewall, network devices (such as printers and scanners), and routers that provide wireless internet connectivity.
Maintain a detailed log of all service requests and their resolutions.
Provide weekly reporting summarizing help desk support activities