Senior Desk Side Engineer

9th Way Insignia is a service-disabled veteran-owned small business bringing transformative technology to our government customers so they can achieve their missions. Our specialties include cybersecurity cloud modernization software development data analytics enterprise architecture enterprise IT analytics process automation and artificial intelligence. Learn more about 9th Way Insignia at Introduction

9th Way Insignia is seeking a Senior Desk Side Engineer to join our team supporting the Department of Transportations Enterprise IT Shared Services (EITSS) program. The team supports the Office of the Chief Information Officer in developing and implementing an enterprise IT infrastructure and common operating environment across DOT.

Professional Level

L2

Location

McLean VA

Responsibilities

This position is in McLean VA supporting a transportation research center. This role requires a high level of technical proficiency and requires an individual with strong analytical organizational and communication skills. The team member must effectively diagnose and resolve issues related to software applications telecommunication issues and local network issues. Customer service focused is a must.

The work is performed in a Microsoft Windows environment. The successful candidate will possess exceptional communication skills and possess the ability to meet aggressive timelines in a very fast-paced environment. Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills scheduling and the ability to coordinate with different teams for a solution. Strong skills with imaging machines and troubleshooting during the image process are a plus.

Skills and Experience Desired:

An experienced Desk Side Engineer with excellent technical and interpersonal/Customer Service skills successfully providing general IT customer service. Advanced emphasis on troubleshooting complex and advanced end-user issues with hardware and software. Diagnose and resolve technology issues including Microsoft Windows Operating System and Microsoft Office tools (primarily Outlook). Support capabilities in LAN VPN mobility devices hardware and peripherals and other technologies.

Technical depth and breadth in a range of IT technologies including software hardware and A/V conferencing systems. Must possess excellent time management and follow-up skills and the ability to handle issues with discretion tact diplomacy and patience. Must possess effective and professional verbal oral and written communications skills.

A Network Microsoft 365 Microsoft IT Support Specialist Professional are desired.

Requirements

Must have strong customer service skills and be able to multitask between hardware and software solutions. We are looking for exceptional organization skills scheduling and the ability to document processes. Strong skills with imaging machines and troubleshooting during the image process are a plus.

The team member will perform the following:

• Customer service and interaction
• Advanced troubleshooting and resolution
• Imaging Windows laptops and desktops
• Deployment of new machines
• New software installation
• Create update and resolve documentation related to support tickets in the ServiceNow ticketing system

Qualifications

• Must possess a high school diploma and 4 years of desktop support experience.
• Customer service and communication skills
• Troubleshooting Microsoft Windows 11 (mid-level)
• Installation and configuration of new machines in a Windows environment (mid-level)
• Smart cards / PIV cards (general knowledge)
• Experience with Office 365 VPN Active Directory
• Provide Remote Tool Support
• Conference Room / VTC Setups
• Wireless Troubleshooting/iPhones and iPads

Preferred Qualifications

• Familiarity with Service Now
• Ability to work in a fast-paced environment
• ServiceNow Asset and Incident Module (user-based knowledge)
• Bomgar
• Some experience with troubleshooting and resolving MacBook Pro IOS issues.
• Experience with ServiceNow ticketing system.
• Outage Awareness/Management experience

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.

9thWay Insignias 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.

Clearance/Background Investigation
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

Benefits
Eligible employees will have access to our comprehensive benefits package which includes Medical Dental Vision Voluntary Life Insurance 401(k) Basic Life A&D STD LTD PTO Telehealth paid holidays FSA HSA. Additional resources include our Employee Assistance Program (EAP) and Traveling Assistance.

Legal
Were an equal employment opportunity employer that empowers our people to fearlessly drive change no matter their race color religion sex (including pregnancy childbirth lactation or related medical conditions) national origin age marital status sexual orientation gender identity disability veteran status military or uniformed service member status genetic information or any other status protected by applicable federal state or local law.