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Desktop Support Engineer

Posted about 1 month ago

MATRIX is seeking a Desktop Support Engineer for our client headquartered in Harrisburg Pennsylvania . Our client is a national provider of student financial aid services, serving millions of students and thousands of schools through its loan guaranty, loan servicing, financial aid processing, outreach and other student aid programs. You will be responsible for providing technical assistance to employees and customers regarding advanced computer hardware and software issues, leading the design, development and maintenance of the end user computing environment, maintaining Application Development source code encyclopedias and performing configuration, administration, and maintenance on a variety of software tools. You will assist with implementing procedural improvements and coordinate development efforts involving software and document versioning procedures.


  • Create and maintain standard images for all supported operating systems and hardware platforms.
  • Ensure PC images and configurations meet all Agency security and compliance requirements.
  • Collaborate with the Enterprise Security Office (ESO) and Department Manager regarding desktop security issues and policy formulation.
  • Create and deploy software packages using automation tools to support Agency wide installation and updates of desktop applications.
  • Perform security vulnerability mitigation and monthly patching of desktop operating systems and software.
  • Research and evaluate requests for new desktop software or software tools, including rationalization against existing Agency approved software.
  • Assist in the evaluation and selection of hardware and software .
  • Assist with the management of systems and applications used to build, deploy, and update desktop operating systems and software.
  • Participate with senior Information Technology staff in project planning for new application rollouts, evaluations, testing and special projects related to desktop software/hardware and support systems.
  • Create documentation of best practices and standard operating procedures related to the administration and support of desktop operating systems, hardware platforms, and software.
  • Provide support for issues escalated from Desktop Support Analysts.
  • Assist with training and mentoring Desktop Support Analysts.
  • Troubleshoot problems using various software tools, getting to the root cause to facilitate solving the problem.
  • Assist with the implementation of various software tools including but not limited to keeping software tools up to date, supplying install instructions, problem resolution documentation and performing upgrades.
  • Maintain technical expertise within the software tools within the Agency.
  • Provide backup support for software tools outside of incumbent’s primary responsibility.
  • Perform developer subset requests from encyclopedias, architect consolidation requests into project encyclopedias, rollups to production encyclopedias.
  • Participate in the planning, installation, maintenance, performance tuning and implementation of source code versioning tool software.
  • Troubleshoot problems getting to the root cause to facilitate solving the problem.
  • Maintain source code migration/deployment process to the extent of writing scripts for workflows and maintaining the actual code for the process to increase efficiency.
  • Develop and publish project schedules, roadmaps and report on accomplishments.
  • Communicate outages and issues to senior management and business units, provide cause and resolution once issues have been resolved.
  • Maintain accurate and current National Institute of Standards Technology (NIST) procedures and documentation.
  • Participate in Business Continuity/Disaster Recovery planning and testing.

Required Skills:

  • Associate degree in computer science and two plus years of relevant experience or a combination of training/certification and 4 years of applicable experience.
  • Experience in any one of the following programming languages (Cobol, VB, Java, C (any variation), SAS, etc.).
  • Knowledge with using Microfocus Mainframe Express and Netron Fusion, helpful
  • Knowledge of SQL (DB2, Microsoft SQL Server, etc).
  • In depth knowledge of operating system and software deployment tools (MDT, SCCM, CA ITCM, WSUS, etc.)
  • Demonstrated experience automating the installation of software in an enterprise environment
  • Effective communication skills necessary to make yourself understood when speaking about complex technical subjects.
  • Track record of managing multiple activities with varying priorities while ensuring accurate and timely results.
  • Demonstrated experience working in a multi-platform environment.
  • Proficient experience in scripting languages (e.g. MS-DOS, AIX, etc.).
  • Proven ability to focus on details for extended periods of time.
  • This position requires participation in a 24x7x365 on-call rotation. The frequency of the rotation depends on the number of members in the team. On-call requires carrying a cell-phone and responding to calls within the agreed upon timeframe. Internet connectivity from home is required as part of the on-call rotation.
  • Flexible for occasional off-site travel required.
  • Must be able to use a personal computer.
Preferred Qualifications- Experience with some or all the following:
  • Key Encyclopedia and Objectware Program Compare software
  • Maven, Subversion, Archiva
  • Serena Change Manager (PVCS)
  • Personal DB2
  • Quality Center
  • Atlassian Tools
Apply to MATRIX today!