EUC Specialist
Washington, DC

Job Description

Job Description

Description

Performs day-to-day activities required to manage and lead the support of incident management related to IT failures of end user hardware. Troubleshoots complex issues and provides incident resolution for all related incidents requiring escalated support or subject matter enterprise within end user hardware and software, to include, end user equipment, local and network printers, HDD, and removable media encryption. Provides supervision and direction as needed to support staff, to include technical direction.

Responsibilities Include:

1. Provide recommendation to improve services and standards for supporting the desktop computing and End-User environment

2. Coordinate activities with the Service Desk, and provide Tier 3 Support to the Service Desk and authorized users

3. Provide Tier 3 resolution for incidents and problems associated with EUC equipment and software

4. Provide support onsite or dispatch support specialists as necessary to offsite locations to provide authorized users with operational and technical support

5. Provide both proactive and reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them before they occur

6. Support authorized users in correctly using EUC equipment and software, and in accessing and using related technologies and services

7. Deploy and manage desktop and laptop hardware and software

8. Promptly report to SEC management on End User violations of SEC policies related to End User devices and peripheral equipment in accordance with SEC policies

9. Provide Incident Determination, Resolution and Root Cause Analysis

10. Support SEC employees who require the use of Adaptive Technologies, to include the use of sign-language and specialized equipment for those who are hearing and vision impaired

11. Support, install, and configure Adaptive Technology tools for all employees requiring their use through specialized equipment and software

12. Maintain a document that describes the minimum equipment and software requirements and/or the specific equipment and software designated for standard use within the SEC (the "Standard Products")

13. Develop recommendations based on strategies and approaches that will result in the elimination of unnecessary equipment or software, or modifications to existing equipment and software that will provide the SEC with competitive advantages, increased efficiency, increased performance, or cost savings

14. Provide oversight to the removal of nonstandard and unapproved products from SEC equipment as requested by authorized SEC personnel

Qualifications

EDUCATION AND EXPERIENCE:

* Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience.
* Experience: Must have a minimum of 8 years of related experience managing and leading the incident management for IT failures within end user computing.
* Must possess Microsoft certification or equivalent.
* Diverse Technical background with a firm understanding of infrastructure maintenance (Servers, DNS, KMS, Active Directory, and Storage) and workstation maintenance
* Familiarity with Group Policies
* Familiarity with STIGs and other workstation security requirements
* Act as the liaison with the Customer to recommend improvements to the workstation platform
* Proficient in Windows 10, Office 2016, Exchange 2016

Desired:

* Experience in BigFix (both for software deployments and OSD image maintenance)
* Experience in McAfee (server maintenance, workstation maintenance, and familiarity with the security standards)
* Experience in VMware
* Security + Certification

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability