- ITIL Certification
- Help Desk
Inserso is seeking to provide system engineers to support our DHS customer at their regional CONUS facilities. These positions will provide Tier 2 on-site support for integrated hardware and software; local infrastructure deployment services; respond to end user requests; provide IT-related remote support.
The Systems Engineer reports to a Technical Lead and provides IT Field Operations (ITFO) support for 24x7 LANs and associated applications, peripherals, connectivity and end-users in a Service Desk supported Tier II environment. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently and/or under immediate supervision. A certain degree of creativity and latitude is required.
This role will include, but will not be limited to the following responsibilities:
Provide LAN administrator support with the installation, configuration and maintenance of network communication devices, servers, network storage arrays and tape backup units.
Provide support of network attached devices such as computers, printers, fax machines, biometric devices, electrocardiograms, x-ray machines, smart display, and sensors
Provide support of mobile and wireless devices to include smartphones, tablets and hotspots
Assist in testing, applying and maintaining server configurations and related security patches
Assist in maintaining and checking the health of systems and backups to include restore testing
Monitors ITSM (ServiceNow) assignment groups and applies troubleshooting needed to resolve tickets
Update tickets following documentation templates and/or guidelines to ensure quality requirements are met
Provide daily, weekly and monthly activity reports describing activities accomplished in a timely manner
Provide inventory support and input to the provided inventory system for the customer
Responsible for installing and maintaining VTC infrastructure to include assisting with user requests
Participate in pre-scheduled after-hours support of weekly on-call rotation and/or as a team member supporting special projects or events
Conduct or provide new equipment deployments and/or requested deployment support
Provide cabling support and run cables within data centers, LAN rooms and remote wiring closets
Analyzes functional business requirements and design specifications for functional activities.
Effectively contribute to technical discussions and develop and present required briefing materials to ensure the customer’s needs are met
Provide identification/fixing for the problems within existing systems design/implementation of new systems, enhances the existing systems and participates in analysis, design and new construction of next generation IT systems.
Responsible for understanding the needs of the customers and the realities of commercially available IT products and creating requirements that will allow implementation by the architecture and engineering team and COTS products.
Must possess experience of system engineering in one or more areas including telecommunications concepts, computer languages, operating systems, database/DBMS and middleware.
Communicate effectively both orally and written with customers, stakeholders, and technical specialists
Associate Degree or equivalent experience
2 years of IT-related support experience, preferably in a helpdesk or customer support role
Demonstrated ability to troubleshoot and resolve desktop, network, or other IT issues
Experience in a rapid paced, time sensitive, high-quality environment
Good technical writing, presentation, and documentation skills
Must have excellent team skills and collaboration skills
Attention to detail and follow-through
Ability to work with minimal supervision
Must be able to bend, kneel, stretch, crawl and lift or move up to 50 lbs
Must pass Motor Vehicle Records check as this position is classified as a “Regular Driver” and overnight travel may be required. (Actual travel percentage varies based upon location but is typically less than 20%)
Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process
Must be comfortable working in a Law Enforcement environment which may consist of locations similar to detention facilities, prisons or jails.
Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks.
Ability to apply a comprehensive knowledge across tasks and assignments.
Experience evaluating system performance results and recommending improvements or optimizations.
Experience performing IT hardware repairs and installing replacement parts
ITIL v3, MCSE, A+, Security+, Network+, or other relevant certifications.