Description:
The customer service engineer provides support encompassing the full suite of microsoft applications, performing standard network setup at the users’ level, learning new technologies quickly, being customer oriented and able to provide direct tier ii desk side supportThis position is performed remotely.
Provides input and support contractual deliverables including contractor project management plan (cpmp), weekly status reports, monthly status reports, quarterly status reports as well as assessment reports completed during the line of work
Responds to help desk tickets, monitors and maintains systems and refreshes laptop/desktop systems
Installs software, performs updates and patches and tracking of inventory
Performs device imaging, configuration and warranty services
Troubleshoots any problems or issues that arise with desktops/laptops from the network drop to the desktop/laptop, prioritizing systems infected with viruses
Responds to alert notification or escalation of an issue from members of the client team
Determines the probable cause of the issue and take the appropriate intervention action(s) to restore the desktop/laptop to operational status
Documents any troubleshooting and corrective actions taken to resolve windows and mac desktop/laptop issues in the help desk system
Documents daily status of tickets; opened, pending and closed in the ticketing database
Provides tier 2 pki assistance
Load and reload, configure, and update anti-virus and virus scan software on desktop/laptop as required
Produces new and update/maintains existing standard operating procedures
Resolves systems management issues related to device security and software configuration
Troubleshoots systems related issues impacting encryption and device applications
Tests and validates new and related applications to ensure compatibility within the client it environment
Troubleshoots network ports associated with desktop/laptop moves and trouble tickets
Activates network ports for desktop/laptop moves or inactive ports discovered in the process of resolving desktop/laptop trouble tickets
Documents any troubleshooting and corrective actions taken to resolve inactive network ports related to moves or desktop/laptop trouble tickets in the help desk system
Performs other duties as assigned
Requirements:
Minimum/general experience: 5 years of experience
Minimum education: associates’ degree in computer science, management information systems, or related field; or additional 2 years of experience
Essential skills/qualifications:
Expert experience with documenting it troubleshooting processes
Expert experience with providing desktop support to personnel on-site and remote for personal computers
Expert experience providing desktop support remotely for laptop computers and associated peripherals
Excellent interpersonal skills and the ability to work as part of a team
Excellent ability to multitask and support multiple different projects as needed
Excellent ability to communicate well at all levels of the organization
Strong problem solving and creative skills
Strong ability to exercise sound judgment and make decisions based on accurate and timely analyses
Excellent level of integrity
Excellent ability to be dependable
Strong sense of urgency
Strong ability to be results oriented
Oxley enterprises®, incIs a certified service-disabled veteran-owned (sdvosb), economic disadvantaged woman-owned (edwosb), small business administration certified 8(a), hubzone and small disadvantaged business (sdb) that has over 21 years of experience building and delivering quality it systems and programsOxley is ranked in the inc 5000 for 2016, 2017, and 2018; 2018 cio bulletin top 30 places to work; and in diversity business’ 2014 top 500 emerging business; 2013 top 500 emerging business, top 100 diversity owned, and top 50 va woman ownedOxley is a 2019 and 2020 department of labor hire vets medallion award winnerOxley is virginia values veterans certified.
Oxley enterprises®, incIs an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
If you require a reasonable accommodation to apply for a position at oxley enterprises, inc., please send an email to our human resources department at: careers@oxleyenterprises.com with the following information:
Subject line: accommodation request
Provide a description of your accommodation request
Include your contact information: full name, email address, best number to reach you (optional)
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Pay transparency nondiscrimination https://www.dol.gov/ofccp/pdf/pay-transp_english_unformattedesqa508c.pdf
We participate in the e-verify programHttp://www.dhs.gov/e-verify
The following states are excluded from this job ad: ca, co, ct, ma, nj, ny, or, vt, wa
