Required Clearance: Candidate must have a current TS/SCI polygraph clearance!
Plans, organizes and functions as Subject Matter Expert for equipment selection to meet customer Information Technology (IT) service catalog requirements for desktop IT services and provides Tier3 support for those systems.
Analyze hardware specifications and system requirements to develop and document a practical design for hardware components to include IT desktop workstations, thin-clients, peripherals, printers, video interfaces, end-user devices, assistive technology peripherals, etc.
Provides specific input to the hardware components of system design for end-user desktop IT support components and peripherals.
Prepares functional requirements and specifications for hardware acquisitions; Ensure that problems with operational hardware have been properly identified and solutions will satisfy the user’s requirements. Serve as Tier3 for escalated support by performing advanced troubleshooting of IT desktop operating systems and hardware.
Required Skills, Experience, and Education:
The Tier 3 role is the final escalation point within the Operations technical support organization.
Provides hardware engineering expertise to analyze complex IT hardware systems, hardware design, architecture and other technical hardware issues. Interface with operating system team as needed in the course of Tier3 hardware troubleshooting.
Supports technical engineering in the development of new Information Technology solutions and support procedures.
Provides specific input to the hardware components of system design for end-user desktop IT support components to include IT desktops and peripherals. Assist with preparing installation guides, field test procedures, and troubleshooting guides.
Coordinates with Operations, Project Management and Information Systems Security teams.
Fourteen (14) years of experience as an HE analyzing complex hardware systems for IT solutions is required. Bachelor’s degree in Communications Engineering, Computer Engineering, Computer Science, Electrical Engineering, Information Systems, Mathematics, or related discipline from an accredited college or university is required.
Five (5) years of additional hardware engineering experience may be substituted for a Bachelor’s degree.
Must have excellent communication, interpersonal, and leadership skills.