Expert IT Specialist (QA)

Position Overview

Diverse Agile Solutions is seeking an Expert IT Specialist (QA) to provide senior-level desktop engineering and service support in an enterprise environment. This full-time role is onsite in New York, New York. The specialist will support end users, maintain secure and reliable endpoint platforms, and serve as a subject matter expert for complex desktop and service support issues.

Key Responsibilities

- Provide hardware and software technical support to end users; establish and improve Service Desk processes so service delivery meets agency business needs and service-level expectations.
- Develop and document endpoint hardware architecture, operating system configurations, and platform management capabilities.
- Create and tailor secure Windows baseline images for specific hardware configurations using a common core baseline.
- Support enterprise application packaging, deployment, documentation, and release control.
- Use PowerShell scripting to improve platform management productivity.
- Administer the corporate mobile device management (MDM) solution.
- Maintain endpoint security and compliance in alignment with the agency cybersecurity program, including operating system patching and security hardening.
- Define, create, test, and update Group Policies and endpoint operating system configurations; maintain Active Directory Group Policy and Preference management.
- Use standard enterprise tools to implement infrastructure hardware, software, and related technical components.
- Perform preventative maintenance, troubleshoot issues, resolve routine problems, and support infrastructure stability.
- Plan, schedule, test, and coordinate system software and hardware upgrades and changes.
- Monitor, measure, and test current and new infrastructure products and services.
- Work with business operations, project management, IT, security, network, telecommunications, service desk, and application support teams to coordinate delivery of a strong desktop experience.
- Support remote access technologies, including VPN and terminal services, and troubleshoot advanced VPN, VDI, multifactor authentication, and network printing issues.
- Develop deployment documentation, including design and environment specifications, user and technical manuals, and process documentation.
- Conduct proofs of concept and evaluate client computing hardware and software; research and develop procedures that streamline operations.
- Complete operational, project, and support work with little to no supervision while meeting or exceeding SLAs and performance expectations.
- Serve as a subject matter expert on highly complex issues for Desktop and Service Support teams.

Required Experience and Qualifications

At least 84 months (7 years) of relevant experience. Candidates should be able to guide large teams and demonstrate extensive industry experience at the top of their field.

- 84+ months of desktop engineering experience.
- 84+ months applying technical approaches to design, build, testing, and debugging.
- 84+ months of experience with mobile device management (MDM) solutions.
- 84+ months of experience with Active Directory Group Policy standards and Active Directory management.
- 84+ months of experience with networking concepts, including DHCP, VLANs, ACLs, and firewalls.
- 84+ months of experience organizing and managing tickets and queues, documenting resolutions promptly, and prioritizing work as impact and urgency shift.
- 84+ months of experience with Windows 11 and 64-bit operating systems.
- 84+ months of scripting experience; PowerShell and VBScript preferred.
- 84+ months using client security management tools and practices, including antivirus, PKI, hard drive encryption, and endpoint security hardening.
- 84+ months of experience with Windows image deployment and software package creation and management.
- 84+ months of advanced troubleshooting and support for VPN, VDI, two-factor authentication, and network printing.
- 84+ months of experience applying cybersecurity best practices and compliance requirements, including safe handling and escalation of suspected infections and suspicious email, and appropriate user authorization and training checks.
- 84+ months of experience with Intel workstation hardware and operating systems.
- 84+ months analyzing and resolving hardware and software issues.
- 84+ months of engineering experience in research, analysis, planning, and implementation.
- Certifications relevant to Microsoft Windows.