Senior IT Service Desk Engineer – TS/SCI

Integral Federal•Vienna, VA

19d•Onsite

About The Position

Integral Federal is actively looking to hire a Senior IT Service Desk Engineer to support a government client in Vienna, VA. This individual will provide comprehensive technical support, balancing front-line Tier 1 triage with high-level troubleshooting and system architecture support. The overall scope of this work is to provide hands-on, technically capable computer and system expertise, including troubleshooting incidents within the SCIF and across the overall agency.

Requirements

Must hold an active Department of Defense Top Secret clearance with SCI Eligibility (required due to the secure nature of the agency).
5+ years of relevant work experience alongside a Bachelor’s degree or an equivalent IT-related certification.
Experience developing and maintaining desktop master images optimized for both on-premises and Azure deployments.
Experience developing, maintaining, and troubleshooting desktop Group Policy Objects (GPOs) to enforce security (STIG) requirements and configuration standards.
Strong knowledge of software deployment through SCCM tools.
Hands-on experience with Windows OS, Apple iOS, PowerShell, Microsoft Office 365, Microsoft Intune, Active Directory, and Exchange.
Experience assisting end-users with remote access, specifically Azure Virtual Desktop.
Experience working with standard Issue Tracking software (e.g., Salesforce, HEAT, Remedy, etc.).
Prior IT Operations experience featuring a blend of application, hardware, printer administration, and networking support (including over-the-phone support).
Proven ability to independently organize work, track progress, and execute tasks in an Agile manner.
Ability to meet and maintain Service Level Agreements (SLAs) in a fast-paced Service Desk environment.
Strong customer service orientation, a positive attitude, and a commitment to closed-loop communication with end-users.
High levels of maturity, excellent interpersonal/communication skills, and the ability to give, receive, and respond to feedback effectively.
Adaptability to work fluidly across multiple IT disciplines and tasks as resourcing needs shift.

Nice To Haves

Relevant certifications such as Azure, Security +

Responsibilities

Maintain and manage the IT infrastructure and operational needs of the customer, including hardware, software, desktops, peripherals, printers, copiers, scanning systems, and end-user issues.
Provide standard desktop support for users on PCs, deliver dedicated Executive Staff Support, and process everyday front-line requests as resourcing requires.
Identify and resolve complex technical issues related to desktop/remote hardware and standard/proprietary software. Troubleshoot a COTS-heavy environment with an emphasis on non-standard configuration issues.
Image, configure, deploy, and install new equipment and PCs. Process and track warranty repairs and manage cable setups with high attention to detail.
Research and collaborate with infrastructure and IT teams to resolve complex application and network issues. Coordinate closely with the IT Service Desk Project Manager to meet user requirements.
Assist with the development of internal knowledge articles and standard operating procedures (SOPs). Follow standard templates for Active Directory and Exchange artifact life cycles.
Provide setup, troubleshooting, and support for video conferencing equipment (Zoom, WebEx, Teams) and on-site conferencing. Configure and maintain user desk phones (Avaya) and mobile devices (iOS, Intune).
Collaborate with IT team members on large-scale projects. Track progress using Agile methodologies, assist with research for new IT acquisitions, and help maintain vendor relationships in hardware, software, and telecom.