Senior IT Service Desk Engineer - TS/SCI

Integral Federal is actively looking to hire a Senior IT Service Desk Engineer to support a government client in Vienna, VA. This individual will provide comprehensive technical support, balancing front-line Tier 1 triage with high-level troubleshooting and system architecture support. The overall scope of this work is to provide hands-on, technically capable computer and system expertise, including troubleshooting incidents within the SCIF and across the overall agency., * Infrastructure & End-User Support: Maintain and manage the IT infrastructure and operational needs of the customer, including hardware, software, desktops, peripherals, printers, copiers, scanning systems, and end-user issues.

• Tier 1 & Executive Triage: Provide standard desktop support for users on PCs, deliver dedicated Executive Staff Support, and process everyday front-line requests as resourcing requires.
• Advanced Troubleshooting: Identify and resolve complex technical issues related to desktop/remote hardware and standard/proprietary software. Troubleshoot a COTS-heavy environment with an emphasis on non-standard configuration issues.
• Device & Image Management: Image, configure, deploy, and install new equipment and PCs. Process and track warranty repairs and manage cable setups with high attention to detail.
• Collaboration & Escalation: Research and collaborate with infrastructure and IT teams to resolve complex application and network issues. Coordinate closely with the IT Service Desk Project Manager to meet user requirements.
• SOPs & Documentation: Assist with the development of internal knowledge articles and standard operating procedures (SOPs). Follow standard templates for Active Directory and Exchange artifact life cycles.
• Collaboration Tools & Telecom: Provide setup, troubleshooting, and support for video conferencing equipment (Zoom, WebEx, Teams) and on-site conferencing. Configure and maintain user desk phones (Avaya) and mobile devices (iOS, Intune).
• Project & Vendor Support: Collaborate with IT team members on large-scale projects. Track progress using Agile methodologies, assist with research for new IT acquisitions, and help maintain vendor relationships in hardware, software, and telecom.

Clearance & Education

• Security Clearance: Must hold an active Department of Defense Top Secret clearance with SCI Eligibility (required due to the secure nature of the agency).
• Experience & Education: 5+ years of relevant work experience alongside a Bachelor’s degree or an equivalent IT-related certification.

Technical Skills

• Image Lifecycle Management: Experience developing and maintaining desktop master images optimized for both on-premises and Azure deployments.
• Group Policy Management: Experience developing, maintaining, and troubleshooting desktop Group Policy Objects (GPOs) to enforce security (STIG) requirements and configuration standards.
• Systems & Software: Strong knowledge of software deployment through SCCM tools. Hands-on experience with Windows OS, Apple iOS, PowerShell, Microsoft Office 365, Microsoft Intune, Active Directory, and Exchange.
• Remote Access: Experience assisting end-users with remote access, specifically Azure Virtual Desktop.
• Issue Tracking: Experience working with standard Issue Tracking software (e.g., Salesforce, HEAT, Remedy, etc.).
• Operations & Infrastructure: Prior IT Operations experience featuring a blend of application, hardware, printer administration, and networking support (including over-the-phone support).

Professional & Soft Skills

• Project Management: Proven ability to independently organize work, track progress, and execute tasks in an Agile manner.
• SLA & Performance: Ability to meet and maintain Service Level Agreements (SLAs) in a fast-paced Service Desk environment.
• Customer Service: Strong customer service orientation, a positive attitude, and a commitment to closed-loop communication with end-users.
• Professionalism: High levels of maturity, excellent interpersonal/communication skills, and the ability to give, receive, and respond to feedback effectively.
• Flexibility: Adaptability to work fluidly across multiple IT disciplines and tasks as resourcing needs shift.

Preferred:

• Relevant certifications such as Azure, Security +

Salary range: $105,000 - $125,000

The above salary range represents a general guideline. Integral Federal considers a number of factors when determining base salary offers, such as the scope and responsibilities of the position and the candidate’s experience, education, skills, and current market conditions.

Depending on the position, employees may be eligible for overtime, shift differential, and/or discretionary bonuses in addition to base pay., We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!

Our package also includes:

· Medical, Dental & Vision Insurance

· Flexible Spending Accounts

· Short-Term and Long-Term Disability Insurance

· Life Insurance

· Paid Time Off & Holidays

· Earned Bonuses & Awards

· Professional Training Reimbursement

· Employee Assistance Program

Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.

Integral is headquartered in McLean, VA and serves clients throughout the country.