Help Desk Engineer

Responsibilities

• Use Jira Service Manager tools and vSphere to monitor and maintain the PCTE platform guaranteeing its peak performance.
• Oversee the creation and maintenance of user accounts, address platform issues raised by users, and ensure swift resolutions.
• Incorporate user feedback for ongoing improvements to the customer experience.
• Support the configuration, execution, and troubleshooting of virtual environments created by users within PCTE.
• Use product information and solution databases for thorough research and troubleshooting, delivering comprehensive solutions.
• Offer guidance on issue resolution approaches and escalate issues as needed.
• Support software and device installations/upgrades, including hardware-in-the-loop.

Requirements

• Bachelor’s degree in a technical discipline such as information technology, computer science, systems or software engineering from an accredited college or university.
• Five years of relevant experience can be substituted for a bachelor’s degree.
• Five years of directly related experience supporting help desk operations.
• DoD 8570 IAT Level II or greater certification such as Security+, CCNA, CISSP or other equivalent certification within six months of hire.
• AWS Certified Solutions Architect (Associate), VMware VCP-Cloud, and similar certifications.
• Certifications in RedHat / Linux / VMware / Windows (install, configure, maintain and administer).
• Relevant network engineering certification such as JNCP, CCNA, Palo Alto, CCNA Cyber Ops, or others.
• Possess strong written and verbal communication skills to collaborate seamlessly within a team environment and support stakeholders.
• Display meticulous attention to detail while entering user information to ensure accuracy, maintaining a commitment to error rates below 5%, minimizing the need for corrective actions.
• Ability to analyze real-world problems and implement solutions following corporate guidelines, industry best practices, and established procedures.
• Offer professional-level support for IT, virtual environments, and network functions, addressing a range of technical challenges.
• Thrive as a self-starter in a dynamic and fast-paced environment, collaborating effectively with engineers of varying skill levels and experience.
• Display sensitivity and adaptability to meet customer needs and requirements effectively.

Qualifications

• Knowledge of, or prior experience with PCTE.
• Demonstrated expertise in administering software systems within virtual machine and container-based hybrid cloud environments.
• Proficiency in Red Hat Enterprise Linux (RHEL) Identity Management (IdM) and Single Sign-On (SSO) using Lightweight Directory Access Protocol (LDAP).
• Proven ability to prioritize and manage multiple tasks, projects, and demands concurrently.
• Ability to interact proficiently with vendors, users, customers, and developers to comprehend evolving needs and operational requirements impacting the production environment to deliver comprehensive solutions.
• Proficiency in resolving technical issues encompassing diverse integrated software and hardware platforms.

Benefits

• Medical, Dental & Vision Coverage
• Wellness Program
• 401(k) Matching
• Disability (Short Term & Long Term)
• Employee Assistance Program
• Life Insurance
• Education & Training
• Generous Leave Policy (11 Federal Holidays, PTO, Military Leave, Bereavement and Jury Duty)