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Sr. IT Support - Tier I, II and III support for Desktop, Network, Server, MS 365, Active Dir., and m

Doran Jones, Inc Washington, DC
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Sr. IT Support - Tier I, II and III support for Desktop, Network, Server, MS 365, Active Dir., and more! Contract-to-Hire

Term: Contract-to-Hire (must be our W2 employee/no C2C, sponsorship is unavailable at this time)

Target Start Date: November 03, 2020

Rate: $70,000 to $85,000 Compensation based on experience and may be flexible for the right candidate

Location: Washington, DC by Union Square

Background Check: Selected candidate must successfully pass a thorough background check

The Senior IT Support Engineer provides desktop and laptop support to the Institute's end users and is responsible for configuring and maintaining desktop hardware and software applications, and peripherals. Troubleshoot and resolve hardware, software and network wired and wireless connectivity issues, and document all activities in the helpdesk system. Maintain laptops, Virtual Desktops, videoconferencing systems, telephones with routine maintenance. Maintain desktop security and anti-malware applications such as Anti-Virus and system monitoring tools and report any systems that are out of conformance with the Institute's information security management system policies. Expected to operate independently and to be detail oriented and task focused. Ensuring end user satisfaction is top priority.


  • Solid experience supporting in a virtual environment (remoting in) and supporting onsite.
  • 5 years of experience analyzing and resolving desktop, system, and network issues
  • 5 years of experience working in Help Desk/Tier I, II and III desktop and network support - expectation is that 90% of all issues raised can and will be researched and resolved by this individual
  • Experience with Telnet, MS 365, Active Directory are a MUST!
  • Very strong troubleshooting skills
  • Knowledge of VMware Virtual Center
  • Knowledge of VMWare Horizon View management console
  • Demonstrated ability to develop and implement solutions and push through challenges to ensure success
  • Excellent interpersonal skills; Strong verbal and written communication skills
  • A well-developed understanding of network security best practices and industry best practices
  • Working knowledge of Windows 10, Active Directory, DHCP, DNS, login scripts, GPO's
  • Working knowledge of LAN/WAN/WLAN technologies and protocols with a clear understanding of Windows and TCP/IP networking
  • Working knowledge of Windows server functionality (i.e. File Server, Print Server)
  • Basic scripting skills (e.g. PowerShell)
  • Requires excellent communication skills, analytical ability, strong judgment and time management skills
  • Willingness to accept project assignments and learning opportunities that challenge and influence professional self-development
  • Ability to effectively manage multiple tasks
  • Must be a self-starter with a desire to excel
  • Excellent interpersonal skills
  • Must be able to work independently and collaborate with other department members to resolve network and system issues
  • Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers
  • Ability to work under stress with time-critical deadlines


  • Microsoft systems certification, CCNA/CCNP Routing and Switching, and VMWare



  • Provide support for issues related to desktops, laptops, and applications
  • Provide maintenance for desktops, laptops, IP phones, videoconferencing systems, printers and peripherals on the corporate network
  • Support bring your own device (BYOD) applications installed and running on personal smart phones and tablet devices
  • Install, configure, and maintain laptops and desktops, including software, upgrades, and resolve network connectivity issues
  • Troubleshoot and resolve software, network, and hardware failures, and determine the root cause of the problems
  • Perform daily system monitoring tasks including email alerts generated by system monitoring tools
  • Assist and support staff with Virtual Desktops and Windows and MAC OS computers, and Microsoft Office applications questions and issues
  • Provide Webex Meetings and Teams support as required
  • Ensure expedient resolution of problems related to laptops, desktops, and servers
  • Microsoft Office 365 support
  • Support RSA multifactor authentication
  • Monitor JIRA Service Desk queue and assign tickets, as well as respond to tickets related to laptops, desktops, and servers
  • Manage Sophos Central Anti-Virus environment
  • Manage and support Active Directory
  • Provide support for email related issues
  • Support and manage the Mimecast security portal policies and email quarantine
  • Monitor and or manage Veeam backups and tape library as well as GRM vault
  • Support Microsoft print services on print servers
  • Utilize current imaging solution to build laptops
  • Support Jira and Confluence applications, in addition to others


  • Help maintain computer rooms including, but not limited to: rack space, power units, cooling units, access control, and structured cabling
  • Maintain inventory of computer hardware components and coordinate hardware repairs
  • Provide technical support outside normal business hours as required


  • Bachelor's degree in Computer Science, Information Systems, Engineering, or related field preferred. Experience will be considered in lieu of education.

Doran Jones, Inc


Washington, DC
20001 USA