Tyto Athene, LLC
Tier III Desktop Hardware Engineer
Tyto Athene, LLC, Fort George Meade, Maryland, United States,
Job Description
Tyto is searching for a
Tier III Desktop Hardware Engineer
to join our Defense Enclave Services (DES) team in Fort Meade, Maryland. This engineer will be responsible for providing exceptional third-tier IT support and technical assistance to DISA, ensuring systems run smoothly and efficiently. This role requires a strong balance of technical excellence, strong communication, customer service skills, and IT service management process knowledge. The ideal candidate has a strong foundation in computer networking, server/workstation operating systems, virtual desktop and hardware troubleshooting, endpoint management, and customer service, with a focus on resolving issues promptly and effectively with best practices and project management.
Responsibilities:
Provide remote and onsite technical support for desktops and laptops, printers, servers, software, and advanced networking utilizing remote access tools, chat and email support, telephone support, and onsite/field support.Resolve hardware and software-related issues utilizing existing formal education, technical training, and on-the-job experience as well as manufacturer knowledge bases, documented fixes, and other technical articles.Create, update, and maintain written documentation, and key network and asset information securely and confidentially.Stay informed about advances in Microsoft tools, technologies, and features.Resolve tickets through problem management by updating knowledge articles and bringing tickets to full resolution.Escalate potential problems and client support issues to management and/or third-party vendors in accordance with SOP's, SLA agreements, and other procedural and performance documentation and/or policies.Provide insights and recommendations as well as configuration mentorship to clients related to MEM/MDM and EMS.Manage device encryption (Bitlocker) and conditional access for secure access to organizational resources.Monitor endpoint health and ensure adherence to security best practices.Application Lifecycle Management:Generate reports to track device health, compliance status, and application usage.Assist with the technical implementation and troubleshooting of Intune, Windows Autopilot, Microsoft Defender, and AVD solutions based on client requirements and needs.
Required:
Bachelor's degree and 5+ years of relevant experience; additional years of experience may be substituted in lieu of a degree.Experience providing technical support for and within Microsoft Azure, SharePoint, Teams, and Office 365 (including Windows 10 and MS Office 2016).Excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.Experience with Mobile Device Management solutions (Intune).Experience configuring and managing Windows Autopilot deployments and configuration.Experience working with Microsoft Defender in an enterprise IT environment.Experience troubleshooting Microsoft Azure Virtual Desktop environments.Experience supporting clients (internal or external) via phone, email, remotely, or desk side.Strong understanding of Microsoft Endpoint Management (MEM) technologies, including Intune and Azure AD.Experience with mobile device management (MDM) principles and best practices.Working knowledge of security best practices for endpoint devices.Excellent problem-solving and analytical skills.Strong communication (including technical writing) and collaboration skills (ex. ability to work independently and as part of a team).Basic knowledge of project management and the ability to prioritize and manage multiple tasks effectively.Experience with Microsoft Configuration Manager (SCCM) or other endpoint management tools.Experience with Azure Active Directory (Azure AD).Experience with Cloud Security.Experience with automation tools for managing Intune (e.g., Configuration Manager cmdlets)Strong understanding of cloud technologies (Azure, AWS, and other CSP's).Experience using Remedy, ServiceNow, or a similar ticketing system.IAT Level II certification (i.e. CompTIA Sec+ CE).Experience working in a DoD environment.Experience working with 3rd party vendors.Desired:
ITIL, HDI, or Windows 10 MCTS certification.High skill level explaining technical subjects to non-technical as well as technical customers.Experience with and understanding of STIGs, Policies, and Procedures.Strong customer service orientation.Excellent interpersonal, negotiation, and communication (verbal and written) skills.Excellent organizational, time management, and follow through skills.Experience training other technical personnel and commitment to providing quality service.Experience as an innovative, team-oriented problem solver.Ability to manage multiple competing priorities.Strong analytical skills.Ability to coordinate client support and get cooperation from multiple areas within IT to accomplish assignments.
Clearance: Active Secret Clearance
Travel Required: Minimal travel.
Potential for Telework:
Flexibility to be remote 2 days a week
Additional Information
After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise.
Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward potential, innovation, and teamwork. If you would like to unleash your creativity and your careerit's time to join Team Tyto!
Tyto is searching for a
Tier III Desktop Hardware Engineer
to join our Defense Enclave Services (DES) team in Fort Meade, Maryland. This engineer will be responsible for providing exceptional third-tier IT support and technical assistance to DISA, ensuring systems run smoothly and efficiently. This role requires a strong balance of technical excellence, strong communication, customer service skills, and IT service management process knowledge. The ideal candidate has a strong foundation in computer networking, server/workstation operating systems, virtual desktop and hardware troubleshooting, endpoint management, and customer service, with a focus on resolving issues promptly and effectively with best practices and project management.
Responsibilities:
Provide remote and onsite technical support for desktops and laptops, printers, servers, software, and advanced networking utilizing remote access tools, chat and email support, telephone support, and onsite/field support.Resolve hardware and software-related issues utilizing existing formal education, technical training, and on-the-job experience as well as manufacturer knowledge bases, documented fixes, and other technical articles.Create, update, and maintain written documentation, and key network and asset information securely and confidentially.Stay informed about advances in Microsoft tools, technologies, and features.Resolve tickets through problem management by updating knowledge articles and bringing tickets to full resolution.Escalate potential problems and client support issues to management and/or third-party vendors in accordance with SOP's, SLA agreements, and other procedural and performance documentation and/or policies.Provide insights and recommendations as well as configuration mentorship to clients related to MEM/MDM and EMS.Manage device encryption (Bitlocker) and conditional access for secure access to organizational resources.Monitor endpoint health and ensure adherence to security best practices.Application Lifecycle Management:Generate reports to track device health, compliance status, and application usage.Assist with the technical implementation and troubleshooting of Intune, Windows Autopilot, Microsoft Defender, and AVD solutions based on client requirements and needs.
Required:
Bachelor's degree and 5+ years of relevant experience; additional years of experience may be substituted in lieu of a degree.Experience providing technical support for and within Microsoft Azure, SharePoint, Teams, and Office 365 (including Windows 10 and MS Office 2016).Excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.Experience with Mobile Device Management solutions (Intune).Experience configuring and managing Windows Autopilot deployments and configuration.Experience working with Microsoft Defender in an enterprise IT environment.Experience troubleshooting Microsoft Azure Virtual Desktop environments.Experience supporting clients (internal or external) via phone, email, remotely, or desk side.Strong understanding of Microsoft Endpoint Management (MEM) technologies, including Intune and Azure AD.Experience with mobile device management (MDM) principles and best practices.Working knowledge of security best practices for endpoint devices.Excellent problem-solving and analytical skills.Strong communication (including technical writing) and collaboration skills (ex. ability to work independently and as part of a team).Basic knowledge of project management and the ability to prioritize and manage multiple tasks effectively.Experience with Microsoft Configuration Manager (SCCM) or other endpoint management tools.Experience with Azure Active Directory (Azure AD).Experience with Cloud Security.Experience with automation tools for managing Intune (e.g., Configuration Manager cmdlets)Strong understanding of cloud technologies (Azure, AWS, and other CSP's).Experience using Remedy, ServiceNow, or a similar ticketing system.IAT Level II certification (i.e. CompTIA Sec+ CE).Experience working in a DoD environment.Experience working with 3rd party vendors.Desired:
ITIL, HDI, or Windows 10 MCTS certification.High skill level explaining technical subjects to non-technical as well as technical customers.Experience with and understanding of STIGs, Policies, and Procedures.Strong customer service orientation.Excellent interpersonal, negotiation, and communication (verbal and written) skills.Excellent organizational, time management, and follow through skills.Experience training other technical personnel and commitment to providing quality service.Experience as an innovative, team-oriented problem solver.Ability to manage multiple competing priorities.Strong analytical skills.Ability to coordinate client support and get cooperation from multiple areas within IT to accomplish assignments.
Clearance: Active Secret Clearance
Travel Required: Minimal travel.
Potential for Telework:
Flexibility to be remote 2 days a week
Additional Information
After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise.
Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward potential, innovation, and teamwork. If you would like to unleash your creativity and your careerit's time to join Team Tyto!