Job-Specific Essential Duties and Responsibilities:
- Building and maintaining baseline images and operating system versions
- Building and maintaining security objects like Group Policy
- Patch management and responding quickly to rapidly evolving security vulnerability landscapes
- Tier 3 escalation troubleshooting and resolution working closely with a skilled service desk team to expertly support about 1,000 end users
- Timely response and processing of user requests using enterprise ServiceNow software; creating and maintaining standard operating procedures (SOPs)
- Interfacing with broader enterprise services teams (developers, storage provisioning, network, security) to provide seamless service integration
- Supporting enterprise environments including responding to service outages and other problems
- Automating routine tasks using scripting and writing basic computer programs to address more complex systems configurations and enhancements
Job-Specific Minimum Requirements:
- Due to federal requirements, candidates must provide proof of United States Citizenship to be considered.
- Must be qualified to receive Public Trust, high level clearance
- Technical Degree (B.S.) in computer science, information technology, or closely-related field. Additional years of experience may be substituted for education requirement in a year-for-year manner.
- Must be located around the Morrisville, North Carolina area and able to commute to the on-site location.
- 3+ years of experience in an enterprise IT support environment.
Preferred Skills and Qualifications:
- Dell Certified Engineer
- Demonstrated ability to design, configure, and manage baseline desktop operating systems
- Demonstrated experience with Automation tools such as PowerShell, Ansible, Python scripting
- Demonstrated troubleshooting acumen and supporting Tier 3 escalation for service desk environment
- Demonstrated ability to continuously define and refine requirements through user feedback, independent research, and emerging trends
- Active Directory management experience
- Experience with M365, Atlassian Suite, and ServiceNow
- Minimum certification Microsoft Certified Professional (MCP) with Dell Certified Engineer preferred.
