Systems Engineer

Job Locations US-VA
Posted Date 3 days ago(9/23/2021 8:18 AM)
Job ID
2021-3040
# of Openings
2
Category
*Technical Consulting

Overview

Acuity, Inc. seeks a dynamic, self-motivated individual with experience supporting federal customer as a Systems Engineer. Acuity supports key Federal Government clients and we are looking for someone to support our client within the Department of State.

 

The System Engineer’s role is to monitor and support proper Regionalization functionality so that end users can accomplish business tasks. The ideal candidate(s) will provide superior customer service to end users and overseas IT personnel who connect to one of six regionalized datacenter/hub-based systems.  Must be able to work independently to provide ongoing system administration and network maintenance activities. The System Engineer will also serve as the Tier 2/3 support for troubleshooting IT related problems, including software/network, passwords, and printer problems.  This includes receiving, prioritizing, documenting, and actively resolving end user help desk tickets. This position will require shift support during off-hours/weekends and may rarely include travel. 

 

This position located in Fort Lauderdale, FL supporting the ClassNet Regionalization Program and will ultimately be responsible for Tier 3 support.

 

Responsibilities

Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Operational Management

  • Field incoming help desk requests from end users via both telephone and e-mail in a courteous manner.
  • Monitoring system environment, including performing system health checks, resolving or escalating errors appropriately.
  • Provide network administration support, including installing and upgrading software, implementing file backups, and configuring systems and applications.
  • Perform preventative maintenance, including patching system servers, updating passwords.
  • Maintain and troubleshoot data center/hub infrastructure (remote support).
  • Manage Administrative accounts and permissions.
  • Maintain network appliances and infrastructure (remote support).
  • Monitor closely the system infrastructure for potential issues, failures, and/or outages.
  • Monitor Citrix site performance (site components, server to client communications, profile availability/stability, NetScaler performance).
  • Maintain, reboot, and patch VMWare virtual infrastructure.
  • Document all pertinent end user identification information and nature of problem or issue into incident tracking system.
  • Build rapport and elicit problem details from help desk customers.
  • Prioritize and triage problems. Hand off appropriately to next shift.  Escalate problems (when required) to the appropriate group.
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop reference guides and frequently asked questions lists for end users.
  • Manage, maintain and configure systems Group Policy Management (GPOs).

Qualifications

  • Associate degree in IT related field or higher and/or 4 - 6 years of experience in IT related field.
  • At least five years overall system engineering experience including:
  • Windows System administration experience
  • Active Directory and Exchange administration experience
  • SCOM, VMWare, and Citrix 7.X experience
  • Experience providing computer support services and IT related customer services.
  • Intermediate knowledge in hardware and networking; knowledge of networked computer system environments and peripheral device capabilities; advanced knowledge of common network applications, operating systems, and other business software applications; hardware and software troubleshooting techniques.
  • Basic understanding of hardware and connectivity components.
  • Strong knowledge of Windows server environment.
  • Strong Microsoft Office 2010/2016 (Word, Excel, Power Point, etc.) skills.
  • Intermediate knowledge of Remote Desktop Services (RDS).
  • Intermediate knowledge of patch management.
  • Intermediate knowledge of LAN/WAN networking including routers, switches and firewalls.
  • Sufficient knowledge of Microsoft Exchange to isolate a problem as with the network, email server, or email client.
  • Experience working in a team-oriented, service desk environment.
  • Ability to effectively and clearly deliver information to a range of audiences.
  • Ability to prioritize and perform a variety of concurrent tasks with minimal direction.
  • Ability to multi-task in a fast paced, constantly changing environment.
  • Excellent analytical and problem-solving skills.
  • Aptitude for understanding and troubleshooting technical problems.
  • Exceptional written and oral communication skills
  • Professional demeanor, strong customer relations skills.
  • Position(s) will work shift work and may hold duty phone

 

Preferred Qualifications: 

  • Citrix 7.x, VMware 6.5 or higher
  • CCA, MCSE/MCITP EA, ITIL
  • Good understanding of the DOS environment
  • ServiceNow Management experience.
  • Knowledge of writing PowerShell Scripts

 

Clearance Requirement

  • US Citizenship and a current active Top Secret Security Clearance.

About Acuity:

Acuity is a leading management and technology consulting firm that specializes in serving the federal government. Our innovative, collaborative and rewarding work environment has earned repeat honors from the Washington Business Journal’s Best Places to Work and SmartCEO Corporate Culture Awards. 

 

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

 

#CB

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