System Admin (Security clearance must)

? Microsoft Office 365 Support? Windows 10 Support??? General software troubleshooting??? Experience creating standard operating documentation for undocumented processes??? Experience creating troubleshooting documentation for new software and hardwareissues??? Experience evaluating new hardware and software for agency standardization?Nice to Have Skills:? Remote support?? Workstation imaging?? Adaptable learner in IT?? Experience using Intune for remote and mobile device management?Interview Process:? One round via Microsoft Teams (camera and audio required)?Equipment:? PC hardware, peripherals, software, and related devices?Additional Details:? No travel required?? Security clearance required?Full Detail Description of Potential Responsibilities (focus on must/nice list above):Customer service focused on technical support, problem diagnosis, troubleshooting,resolution, and security in an enterprise networked environment.1. Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, andin-person requests for assistance from internal end-users experiencing problems withhardware, software, networking, and other computer-related activities across the agency.2. Provide advanced troubleshooting and diagnosis of complex systems to resolve problemswith desktop computers and determine when to escalate issues to System Engineers forresolution.3. Support Wi-Fi connections/issues on agency-provided equipment and guest/extranet Wi-Fiservices.4. Set up and support PC hardware, peripherals, software, and related devices.5. Diagnoses, researches, and identifies solutions to reported system issues, escalating orteaming with System Engineers as necessary.6. Install and support Microsoft client operating systems in an Enterprise environment.7. Install and support office productivity software, client and cloud based.8. Support, install, administer, configure, and maintain commercial software applications asneeded via an automation platform, including self-service access for user softwareinstallations.9. Follow agency protocols regarding directory services to manage access and deploy devicepolicy and account rights.10. Diagnose and resolve potential end-user security breaches such as malware infections orescalate, as appropriate, to agency security leads.11. Assist in monitoring systems that track security across hardware and software on end-userdevices.Enterprise Device Configuration Management1. Act as the Technical Service liaison to other teams for intake, transfer, and routing of user-reported incidents.2. Provide an experience-based strategy and continuation planning for projects, includingforesight and pre-planning where necessary.3. Administer the device operating system deployments and computer management automationplatform (currently System Center) for the agency.4. Train new Help Desk employees as needed and provide documentation5. Perform comprehensive configuration management of computer settings to ensure propersecurity and feature availability.6. Support the installation, configuration, and maintenance of commercial software applicationsas needed via an automation platform, including self-service access for user softwareinstallations.7. Participate in ongoing improvements regarding directory services for managing access anddeploying device policy and account rights.8. Manage endpoint protection, including automated remediation and updates.Technology Help Desk Documentation.1. Provide direction and guidance for the processing and resolution of help desk tickets.2. Determine the best mechanisms for assigning help request tickets among the team.3. Whenever possible, review issues before escalation to determine escalation points fortechnology help from System Engineers.4. Document knowledge in the form of knowledge base tech notes and articles5. Help create and modify technical help documents and FAQs for managed devices incoordination with requirements per System Engineers.6. Provide input on increasing and improving efficient end-user support strategies.7. Work within the team to establish and maintain documentation on all platforms, protocols,standards, and system maintenance activities related to device management andtroubleshooting