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Orion Consortium System Engineer 2 - Windows Desktop Engineer in Annapolis Junction, Maryland

Position Description

​​​​​​​Advanced Technical Support:

  • Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.

  • Diagnose and resolve complex hardware and software problems.

  • Perform root cause analysis for recurring issues and implement permanent fixes.

System Maintenance and Optimization:

  • Ensure the stability, security, and performance of Windows desktop systems.

  • Apply patches, updates, and configuration changes to maintain compliance and security standards.

Incident and Problem Management:

  • Manage and resolve high-priority incidents and problems within SLAs.

  • Document resolutions and create knowledge base articles to improve future support processes.

  • Conduct post-incident reviews to identify improvements.

Collaboration and Project Support:

  • Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments.

  • Assist in the design and implementation of new technologies and solutions.

  • Participate in planning and execution of system upgrades and migrations.

User Support and Training:

  • Provide guidance and training to Tier 1 and Tier 2 support staff.

  • Assist end-users with complex technical issues and provide advanced troubleshooting.

Documentation and Reporting:

  • Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.

  • Generate reports on system performance, incident resolution, and other metrics as required.

  • This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required.

Mandatory Skills:

  • Advanced troubleshooting skills and ability to diagnose complex issues.

  • Excellent communication and interpersonal skills

  • Experience with endpoint security solutions.

  • Experience with scripting and automation (e.g., PowerShell).

  • Experience with system imaging, deployment, and management tools (SCCM, MDT).

  • Familiarity with cloud services and integration (e.g., Microsoft Azure).

  • Knowledge of ITIL framework and best practices.

  • Proficiency with Active Directory, Group Policy, and network configurations.

  • Strong documentation and organizational skills.

  • Strong understanding of hardware components, peripheral devices, and drivers.

  • Windows operating systems (Windows 10, Windows 11) and related technologies.

Certification:

IAT Level II cert required

CompTIA Security+ CE

Experience:

HS or GED + 19  Years experience

Bachelors + 14 Years experience

Clearance Required:

TS/SCI FS poly

Position requires a TS/SCI.

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