Senior Desktop Engineer
Description The Leidos Corporation is seeking a Senior Desktop Engineer for the NEST program.
NEST is an IT Services program supporting customers within NASA.
The program provides a range of managed IT services, including AirID, Windows, and Mac workstation engineering and maintenance, Exchange/Office 365 engineering and support, service desk, desk side support, managed print services, ITSM, Active Directory services, and video conferencing, among others.
As a Senior Desktop Engineer, the candidate will need to have a wide range of skills in order to be successful.
The engineer, will need to draw on their strong desktop support and troubleshooting skills as an escalation support specialist to resolve issues escalated to the Windows and Mac devices.
The engineer will also be expected to act as an interface between external teams, such as field support and service desk, and the platform teams in order to provide uniform communication between teams as well as to monitor cross-platform trends and issues.
The engineer will also be expected to maintain process documentation and knowledgebase articles for the platform teams as well as manage the platform teams' ServiceNow ticket queues.
The engineer will be required to regularly call on expertise spanning multiple technical areas, including those outside of their assigned area of expertise, in order to successfully bridge cross-functional gaps.
(e.
g.
networking, server operations, software development, etc.
)Due to the business and strategic work of the offices and organizations at NASA HQ, domestic and international travel is frequently required.
Planning and preparation of IT for domestic travel to non-NASA locations and for international travel is critical to business travel for NASA HQ employees.
In addition to planning and preparation of IT for domestic and international travel, NASA HQ requires support for installation of software and for user support.
IT planning, preparation, and support for domestic travel, international travel, and user support is needed for the fast-moving, highly visible, and unique environment.
The candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer's information.
US Citizenship is required.
Current clearance is not required.
Primary Responsibilities Develop and maintain processes key to the continued deployment of NEST compute devices.
This includes adapting existing processes to new technology and shifting requirements as well as creating new processes with short turnaround times.
This also includes taking feedback and recommendations from customers, technicians, vendors, and fellow engineers to determine appropriate process adjustments necessary to meet requirements as well as maintain customer satisfaction.
Negotiate with other organizations and contracts to drive process and technical improvements.
Evaluate new hardware under consideration against the existing environment to determine viability.
Coordinate device issuance and services for customer's international travel and return of devices at unsubscription.
Provide dedicated support for the install and troubleshooting of non-NEST PC client software and hardware drivers upon customer's request.
Deploy new computers, mobile devices, and refreshed systems in a manner that does not adversely impact the work of HQ employees preparing for travel.
Accompany HQ organizations on domestic and international travel as needed.
Travel shall be coordinated through and approved by the NEST Contracting Officer prior to incurring travel expenses.
Provide dedicated onsite and remote IT Support for the software installations.
Utilize and employ the NASA HQ checklist for international and domestic travel.
Refine the checklist as needed to enhance IT preparations and planning.
Provide a summary of incident tickets reported by employees during domestic and international travel and summarize resolutions.
Conduct analysis and document lessons learned for frequent travel events and/or large delegations.
Communicate with internal team members across multiple areas and client team members to effectively manage and resolve issues as they arise.
The engineer is expected to take a leadership role in coordinating efforts and working through roadblocks to accomplish the goal.
Communicate with vendor and external teams within NASA to resolve issues as well as plan enterprise wide changes that require communication beyond the NEST contract.
Serve as a technical expert and point of contact for the platform teams on projects and solutions design activities.
The engineer is expected to design technical solutions that help maintain project momentum where appropriate.
The engineer will also be required to provide input on appropriate non-technical activities such as communications and project rollout scheduling to drive the most effective solution and maintain a smooth customer experience.
Provide escalation desktop support for field support (Windows, and macOS).
The engineer will be required to coordinate resolving issues between the field and fellow engineers as well as to identify any trending issues that arise through this process.
Monitor the ServiceNow ticket queues for the platform engineering teams and engage the appropriate resources on the teams as required to close tickets.
Basic Qualifications Ability to obtain Public Trust clearance US Citizenship Experience as an IT systems engineer Experience in delivering and operating IT solutions in a large enterprise Experience using ITSM systems (ServiceNow or Remedy) Desktop Support and Troubleshooting Experience (Windows, and macOS) Expert knowledge of and ability to apply advanced technical principles, theories, and concepts relating to Windows, and macOS.
Experience with Application Packaging and Deployment Excellent written and verbal communication skills Leadership skills Data analysis skills Strong documentation skills (Word, Excel, PowerPoint, Visio) Preferred QualificationsExperience with the following software:
o Microsoft SCCMo Jamf Proo Red Hat Satellite Server Support Experience (Windows Server, Red Hat Linux) Experience with Cloud solutions such as AWS or Azure Past experience with NASA, Department of Defense, Department of Justice, or other Government organizations.
Pay Range:
Pay Range $66,300.
00 - $102,000.
00 - $137,700.
00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Recommended Skills Adaptability Amazon Web Services Application Packaging Cloud Computing Customer Experience Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
NEST is an IT Services program supporting customers within NASA.
The program provides a range of managed IT services, including AirID, Windows, and Mac workstation engineering and maintenance, Exchange/Office 365 engineering and support, service desk, desk side support, managed print services, ITSM, Active Directory services, and video conferencing, among others.
As a Senior Desktop Engineer, the candidate will need to have a wide range of skills in order to be successful.
The engineer, will need to draw on their strong desktop support and troubleshooting skills as an escalation support specialist to resolve issues escalated to the Windows and Mac devices.
The engineer will also be expected to act as an interface between external teams, such as field support and service desk, and the platform teams in order to provide uniform communication between teams as well as to monitor cross-platform trends and issues.
The engineer will also be expected to maintain process documentation and knowledgebase articles for the platform teams as well as manage the platform teams' ServiceNow ticket queues.
The engineer will be required to regularly call on expertise spanning multiple technical areas, including those outside of their assigned area of expertise, in order to successfully bridge cross-functional gaps.
(e.
g.
networking, server operations, software development, etc.
)Due to the business and strategic work of the offices and organizations at NASA HQ, domestic and international travel is frequently required.
Planning and preparation of IT for domestic travel to non-NASA locations and for international travel is critical to business travel for NASA HQ employees.
In addition to planning and preparation of IT for domestic and international travel, NASA HQ requires support for installation of software and for user support.
IT planning, preparation, and support for domestic travel, international travel, and user support is needed for the fast-moving, highly visible, and unique environment.
The candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer's information.
US Citizenship is required.
Current clearance is not required.
Primary Responsibilities Develop and maintain processes key to the continued deployment of NEST compute devices.
This includes adapting existing processes to new technology and shifting requirements as well as creating new processes with short turnaround times.
This also includes taking feedback and recommendations from customers, technicians, vendors, and fellow engineers to determine appropriate process adjustments necessary to meet requirements as well as maintain customer satisfaction.
Negotiate with other organizations and contracts to drive process and technical improvements.
Evaluate new hardware under consideration against the existing environment to determine viability.
Coordinate device issuance and services for customer's international travel and return of devices at unsubscription.
Provide dedicated support for the install and troubleshooting of non-NEST PC client software and hardware drivers upon customer's request.
Deploy new computers, mobile devices, and refreshed systems in a manner that does not adversely impact the work of HQ employees preparing for travel.
Accompany HQ organizations on domestic and international travel as needed.
Travel shall be coordinated through and approved by the NEST Contracting Officer prior to incurring travel expenses.
Provide dedicated onsite and remote IT Support for the software installations.
Utilize and employ the NASA HQ checklist for international and domestic travel.
Refine the checklist as needed to enhance IT preparations and planning.
Provide a summary of incident tickets reported by employees during domestic and international travel and summarize resolutions.
Conduct analysis and document lessons learned for frequent travel events and/or large delegations.
Communicate with internal team members across multiple areas and client team members to effectively manage and resolve issues as they arise.
The engineer is expected to take a leadership role in coordinating efforts and working through roadblocks to accomplish the goal.
Communicate with vendor and external teams within NASA to resolve issues as well as plan enterprise wide changes that require communication beyond the NEST contract.
Serve as a technical expert and point of contact for the platform teams on projects and solutions design activities.
The engineer is expected to design technical solutions that help maintain project momentum where appropriate.
The engineer will also be required to provide input on appropriate non-technical activities such as communications and project rollout scheduling to drive the most effective solution and maintain a smooth customer experience.
Provide escalation desktop support for field support (Windows, and macOS).
The engineer will be required to coordinate resolving issues between the field and fellow engineers as well as to identify any trending issues that arise through this process.
Monitor the ServiceNow ticket queues for the platform engineering teams and engage the appropriate resources on the teams as required to close tickets.
Basic Qualifications Ability to obtain Public Trust clearance US Citizenship Experience as an IT systems engineer Experience in delivering and operating IT solutions in a large enterprise Experience using ITSM systems (ServiceNow or Remedy) Desktop Support and Troubleshooting Experience (Windows, and macOS) Expert knowledge of and ability to apply advanced technical principles, theories, and concepts relating to Windows, and macOS.
Experience with Application Packaging and Deployment Excellent written and verbal communication skills Leadership skills Data analysis skills Strong documentation skills (Word, Excel, PowerPoint, Visio) Preferred QualificationsExperience with the following software:
o Microsoft SCCMo Jamf Proo Red Hat Satellite Server Support Experience (Windows Server, Red Hat Linux) Experience with Cloud solutions such as AWS or Azure Past experience with NASA, Department of Defense, Department of Justice, or other Government organizations.
Pay Range:
Pay Range $66,300.
00 - $102,000.
00 - $137,700.
00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Recommended Skills Adaptability Amazon Web Services Application Packaging Cloud Computing Customer Experience Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
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