Client Engineer

TEKsystems Global Services LLC.
Client Engineer I
Job Description
Summary: Client Engineers serve as the primary point of contact for IT infrastructure in
secure environments across North America. These secure locations support cutting edge
cloud environments that enable agencies to meet their missions and advance their technical
abilities. Client Engineers work in a team environment to triage an enterprise-wide ticket que
while also supporting special projects including the build out of new environments and
upgrading systems in existing locations.
Clearance Level Must Currently Possess and Maintain:
Top Secret SCI + Polygraph

Technical Environment

• Windows 10 and/or 11 Troubleshooting and Updates
• Active Directory, User Profiles, User Groups, Password Reset, Account Unlock
• Outlook Exchange
• Inventory Scanning/Organization
• Imaging PXE Boot or other
• General slow network, connectivity issues
• Virtual Desktop, Workspace
• Browser Support – Firefox, Microsoft Edge
• Tenable or other security scanning tools
• Desk set ups, peripheral testing/installing, cable tracing
• Ticket Queue tools
• ECM Patching, Remote Client, or other experience with patching and troubleshooting remotely
• Nice to have- switch router familiarity, PowerShell, high side phone knowledge, haystack admin,
project coordination skills, basic Excel

Role and Responsibility

• Respond as first contact for all tickets and customer requests in the cleared environment
• Provide resolution or escalation on all trouble tickets within 7 days or less
• Process all Account Unlocks and Password Resets in less than 24 hours
• Provide detailed data and communications in tickets
• Respond to in-bound calls, emails, chats, and customer walk-ups same day
• Monitor DPM Checks, Corporate Ticket Queue, Taskei and communication tools on a daily basis
• Install and configure hardware operating systems, applications, update patches etc.
• Setup new user accounts/profiles and decommission exiting employees in a timely manner with
SLA
• Troubleshoot and resolve end-user hardware, operating system, network connectivity, and
software related problems
• Maintain IT inventory documentation and perform full inventory analysis on a quarterly basis
, • Create and update documentation as necessary for local and remote sites.
• Assist with general desk set up, workstation preparation, cable management, special builds,
escorting etc.
• Escalate as needed with detailed ticket information then collaborate with Tier 2 and specialized
teams to resolve escalation, driving follow up communication for the customer
• All CE1s will be required to cover up to 3 after hour/weekend special events a year for tasks
such as fold downs or power downs, they will receive at least 2-3 weeks notice of these planned
events
• Occasionally, in emergency situations such as power loss, there will be opportunities for
additional compensation to return to site in an unplanned event after hours or on weekends to
restore the secure location
• Continue to evolve and increase technical skills alongside the growing and changing
environment of the customer as needed

Personal Expectations:

• Proactive: You display energy and initiative in solving problems. You follow all possible avenues
to get the job done.
• Adaptable: You undertake a variety of tasks willingly. You switch from complex to routine tasks
when required. You adapt quickly to new technologies and products. You work effectively with a
variety of personalities and work styles.
• Quality: You demonstrate appropriate quality and thoroughness.
• Integrity: You act with personal integrity at all times.
• Professional: You work with your team’s process. You confront problems (even when outside
your own domain), propose solutions, take ownership through to resolution or ensure a clear
hand-off. You have a positive, can-do approach to work.