End User - Field Support

Job Title: End User - Field Support

Security Clearance: Secret

Location: Baltimore, MD

(Due to the nature of the work and contract requirements, U.S. Citizenship is required.)

C3EL is seeking a professional to support the mission in Baltimore, Maryland. This position is full-time on site located at the Department of Transportation, Baltimore MD. Performs day-to-day activities required to provide Tier 2 and Tier 3 support to end users, to include, move/add/change of end user equipment, software install and upgrades, and general troubleshooting and problem resolution. Ability to act independently in a customer environment, as well as the ability to engage engineers from multiple teams to troubleshoot issues. Updates status of queued service requests with the IT service management system.

The support will range from simple to complex system issues and may include VIP support requirements. 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 document processes.

Responsibilities will include, but not be limited to:

• Remote and Deskside Experience troubleshooting hardware and software issues
• Troubleshooting Microsoft Windows
• Installation and configuration of new machines in a Windows environment
• Smart cards / PIV cards (general knowledge)
• Experience with Office 365, VPN, Active Directory, Thin Client
• Provide Remote Tool Support
• Conference Room / VTC Setups

• U.S. Citizenship.
• An active, in-scope US Government issued Secret clearance.
• Must have a minimum of 7 years of related experience providing IT Hardware and Software Deployment, Troubleshooting, and Problem Resolution support to end users.
• Must have a broad base of support and diagnostic knowledge and be fluent in multiple IT disciplines such as computing, networking, integration, and domain administration.
• Provides Tier 2 and Tier 3 deskside end user support including imaging, deployment, asset management, Windows 10 with strong user interaction skills.
• Need to be able to work independently and as part of a team.
• Diagnose and troubleshoot Apple (MAC) computer and iOS hardware and software.
• Skills should include hardware and software diagnostics, mobile device deployment, recovery and troubleshooting Perform IMAC procedures and lifecycle refresh activities.
• Experience supporting Active Directory, MS Office Suite, Bomgar, VPN, SCCM, VTC, Zoom needed.
• Escalates complex problems to upper-level deskside engineers.
• Up to 25% travel to various field sites is required, so reliable and independent transportation will be needed.
• HDI Technical Support Professional required within six (6) months of employment.

• Familiarity with Remedy, ServiceNow, or other enterprise ITSM/monitoring platforms to provide updates in ITSM systems to document problem resolution progress and meet SLAs.
• Understanding of the MAC OS Imaging process using JAMF preferred but not required.
• Certifications desirable but not required include A+, Net+, or Sec+.