Senior IT Service Desk Engineer – TS/SCI

Position Overview

Integral Federal is actively looking to hire a Senior IT Service Desk Engineer to support a government client in Vienna, VA. This individual will provide comprehensive technical support, balancing front-line Tier 1 triage with high-level troubleshooting and system architecture support. The overall scope of this work is to provide hands-on, technically capable computer and system expertise, including troubleshooting incidents within the SCIF and across the overall agency.

Responsibilities

• Maintain and manage the IT infrastructure and operational needs of the customer, including hardware, software, desktops, peripherals, printers, copiers, scanning systems, and end-user issues.
• Provide standard desktop support for users on PCs, deliver dedicated Executive Staff Support, and process everyday front-line requests as resourcing requires.
• Identify and resolve complex technical issues related to desktop/remote hardware and standard/proprietary software. Troubleshoot a COTS-heavy environment with an emphasis on non-standard configuration issues.
• Image, configure, deploy, and install new equipment and PCs. Process and track warranty repairs and manage cable setups with high attention to detail.
• Research and collaborate with infrastructure and IT teams to resolve complex application and network issues. Coordinate closely with the IT Service Desk Project Manager to meet user requirements.
• Assist with the development of internal knowledge articles and standard operating procedures (SOPs). Follow standard templates for Active Directory and Exchange artifact life cycles.
• Provide setup, troubleshooting, and support for video conferencing equipment (Zoom, WebEx, Teams) and on-site conferencing. Configure and maintain user desk phones (Avaya) and mobile devices (iOS, Intune).
• Collaborate with IT team members on large-scale projects. Track progress using Agile methodologies, assist with research for new IT acquisitions, and help maintain vendor relationships in hardware, software, and telecom.

Required Clearance & Education

• Security Clearance: Must hold an active Department of Defense Top Secret clearance with SCI Eligibility (required due to the secure nature of the agency).
• Experience & Education: 5+ years of relevant work experience alongside a Bachelor's degree or an equivalent IT-related certification.

Technical Skills

• Image Lifecycle Management: Experience developing and maintaining desktop master images optimized for both on-premises and Azure deployments.
• Group Policy Management: Experience developing, maintaining, and troubleshooting desktop Group Policy Objects (GPOs) to enforce security (STIG) requirements and configuration standards.
• Systems & Software: Strong knowledge of software deployment through SCCM tools. Hands-on experience with Windows OS, Apple iOS, PowerShell, Microsoft Office 365, Microsoft Intune, Active Directory, and Exchange.
• Remote Access: Experience assisting end-users with remote access, specifically Azure Virtual Desktop.
• Issue Tracking: Experience working with standard Issue Tracking software (e.g., Salesforce, HEAT, Remedy, etc.).
• Operations & Infrastructure: Prior IT Operations experience featuring a blend of application, hardware, printer administration, and networking support (including over-the-phone support).

Professional & Soft Skills

• Project Management: Proven ability to independently organize work, track progress, and execute tasks in an Agile manner.
• SLA & Performance: Ability to meet and maintain Service Level Agreements (SLAs) in a fast-paced Service Desk environment.
• Customer Service: Strong customer service orientation, a positive attitude, and a commitment to closed-loop communication with end-users.
• Professionalism: High levels of maturity, excellent interpersonal/communication skills, and the ability to give, receive, and respond to feedback effectively.
• Flexibility: Adaptability to work fluidly across multiple IT disciplines and tasks as resourcing needs shift.

Preferred

• Relevant certifications such as Azure, Security+

Pay

$105,000 - $125,000