Celebrating our 30th year as a successful Small Business, Development InfoStructure LLC., (DEVIS) provides exceptional DevSecOps integration in our agile software development and embedded software solutions, combined with comprehensive IT management and consulting services to our federal, state, and local governments. The outcomes of our research and development, products and universe of services will support the international development community, multiple civilian agencies and the nation’s defense and intelligence communities.

Our focused research, services and products include complex DevSecOps solutions to support refugee processing across multiple federal agencies, research and development for Signal Intelligence (SIGINT), Command, Control, Communications, Computers and Intelligence (C4I), Data Analytics, and Intelligence, Surveillance and Reconnaissance (ISR) development and sensor capabilities supporting both the aerospace/defense and intelligence communities, as well as complex HHS comprehensive care coding requirements, and integrated management systems for our countries civilian agencies (FAA, FDIC, HOR, etc.).

Our primary mission is to best serve the needs of our clients by solutioning with our stakeholder teams to ensure that the goals and objectives of our customers are proactively solutioned, such that opportunities to invest our time in developing long-term solutions and assets are abundant and move our clients forward efficiently.

At DEVIS, we are enthusiastic about our research, our work and embracing an environment where all are supported in the mission, while maintaining a healthy work-life balance.

Overview

Devis is currently seeking an experienced IT Desktop Support Specialist to support international development and refugee assistance efforts conducted by the Federal government in Rosslyn, VA.

Specific responsibilities include but not limited to:

• Provides timely response and resolution to e-mail and phone support requests regarding both IT related, application functionality issues
• Utilizes a Help Desk trouble ticketing system to document, monitor and resolve incoming requests and reported issues
• Follows and adheres to Help Desk standards and practices indicated in the Standard Operating Procedure (SOPs)
• Effectively Documents, Troubleshoots, and Tracks inquiries or issues being received to the Help Desk in order to meet or exceed team/contract (SLAs) Service Level Agreements
• Reviews application detailed designs for first level analysis of issue reported by the end user. Strives to resolve reported issues at First Touch and escalates and or triage issues to the appropriate team for further analysis and resolution as required
• Utilizes configuration management tool to write software change requests for suggested enhancements to the application as well as defect notifications as required
• Performs internal and external website administration to include user account administration and document management
• Provides Microsoft Active Directory user account administration
• Maintains current knowledge of relevant technologies as assigned
• Performs other duties as assigned

Required Skills and Qualifications

• 1-3 years (level I) or 4-7 years (level II), directly related experience supporting Help Desk Operations or Service Desk Support
• Experience using a Help Desk ticketing system
• Experience in remote and in person support and troubleshooting Desktop systems.
• Experience in support and troubleshooting Window 10 Enterprise/Professional.
• Interpersonal skills to effectively interact with customers and team members
• Pleasant personality that can work in a high-volume e-mail and telephone request environment
• Ability to work in a team environment as well as independently
• Solid critical thinking capacity to research technical/functional issues and statuses, follows up with the necessary customer contacts to respond to various inquiries, and demonstrates ability to multi-task
• Excellent written and oral communication skills
• Experience utilizing SQL for query and troubleshooting efforts is a plus
• Familiarity with ITIL (desired)

Preferred Skills / Experience

• Good knowledge of VMware infrastructure like ESXi, vSpare, vCenter.
• Experienced in configuring and supporting Exchange, Skype, and Active Directory Services in Windows based server environments.
• Experienced in adding and removing Domain User Accounts, Groups and computer in Active Directory and delegating user’s right and permissions.
• Experience in Network operations and support, including day-to-day operations, monitoring and problem resolution of client Networks.
• Strong knowledge of installing, configuring, tuning, maintaining, and monitoring Windows Server 2012/2016 Enterprise server.
• Experienced with System Center Configuration Manager (SCCM)/Microsoft Endpoint Configuration Manager (MECM) for Desktop Management.
• Experience imaging computers via PXE boot.
• Experience with the use and support of PIV/CAC cards.
• Experience with the use and support of OKTA, RSA and PIV/CAC card based multifactor Authentication.
• Experience utilizing SQL for query and troubleshooting efforts is a plus.
• Familiarity with ITIL (desired).

Education / Certifications

• Bachelor’s degree from an accredited college or university, or the equivalent of 2-3 years combination of education and experience

Clearance Requirements

• Must be a U.S. Citizen with an active Secret Clearance

Additional Perks/Benefits

• Competitive salary compensation
• Commuter benefits that include free on-site parking or SmartTrip reimbursement
• SEP Retirement Savings Plan
• Flexible work hours
• Performance bonuses

Devis is an AA/EOE/M/F/Disabled/VET Employer committed to providing equal employment opportunity without regard to an individual’s race, color, religion, age, gender, sexual orientation, veteran status, national origin or disability.

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