Desktop Engineer

Introduction  

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA).  The National Security & Space Sector of SAIC is seeking a Desktop Engineer to support a transformational infrastructure program for DCSA.  

SAIC is proud to be supporting DCSA in safeguarding our nation’s information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.  

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single IT environment (i.e., One IT). 

Job Description  

·       Provides desktop engineering efforts to deploy, maintain, and trouble shoot data input/output devices across the DCSA networks, as part of the overall strategic objective of the DCSA IT modernization and One IT initiatives to provide an improved flexible and evolving enterprise IT environment to support the DCSA mission IAW with DCSA and DoD policies and procedures and commonly utilized industry best practices.

·       Creates and builds images; updates, maintains, and secures enterprise endpoints; and develops non-standard workstation images for standalone machines.

·       Performs quarterly update and delivery of enterprise desktop image to Virtual Desktop Infrastructure (VDI).

·       Troubleshoots and makes recommendations for remediation of security and functionality issues in the desktop image.

·       Identifies, logs and tracks user issues, software conflicts and hardware device conflicts through IT incident ticketing system, providing resolution and/or escalating for assistance.

·       Receives Tier II tickets that are escalated to the DE team and resolves desktop incidents and issues. 

·       Walks customers through installing applications and computer peripherals, upgrading software, and troubleshooting basic IT issues.

·       Ensures on-time delivery and execution of all aspects of desktop engineering technical assistance and support.

·       Ensures timely restoral and proper maintenance of laptops/tablets/workstations and peripheral devices.

·       Works with various DCSA teams, such as Data Center Operations (DCO) and Computer Network Defense, to support day-to-day logistics of deploying integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets.

·       Analyzes deployment failures and takes corrective actions, while identifying and recommending solutions to problematic trends and patterns. 

·       Recommends and implements technology, knowledge management, and processes that improve the effectiveness of desktop engineering.  

·       Supports documentation of desktop/system network configurations and software inventory, as well as DE/Automation trends and resolutions.

·       Provides support for training for new technology deployment.

·       Updates and maintains a knowledge base for investigating, diagnosing, and resolving incidents as applicable.