Help Desk Technician

About the Organization: E2 Federal Services, LLC is an affiliate of E2 Consulting Engineers, Inc. (E2), a professional services firm established in 1988 specializing federal base operations and infrastructure support services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.

Implements and recommends changes to the Information Technology (IT) plan on small, non-complex projects; configures and installs standard hardware and software; provides basic automation support and coordination to the project; implements the IT portion of the project closeout plan. Performs a broad range of varied automation and communications related work activities. Plans and schedules own work within a limited time horizon.

Provide 24×7 first line support for IT services to internal users. Respond to IT requests and incidents, troubleshoot issues, provide feedback, assist in the development of new procedures, and participate in the rollout of new technologies and services. Your work will contribute to enhanced performance of IT infrastructure, applications, network, and collaboration services globally.

Assist with the day‑to‑day IT Service Management process based on industry standards. Help develop the roadmap and guides, define processes and data requirements, and establish metrics and reports. Support performance analysis and decision making to help ensure infrastructure support is efficient, effective, and adheres to process policies and procedures.

Deploy and provide hardware and IT services to internal end users in Bechtel offices. Diagnose and resolve hardware and software related issues, maintain and troubleshoot local IT infrastructure, network and collaboration services, and participate in the rollout of new technologies and services. Contribute to improved incident resolution and customer service standards.

Identify, diagnose, and resolve problems for internal users on mobility & wireless services including configuration, setup and issue resolutions for cell phones, tablets, smartphones, PDAs, broadband and enterprise mobility management services. Participate in the development and rollout of new technologies and services to enhance end user experience and meet business needs.

• Local Infrastructure / Deskside Operations:
  Deploys and provides end‑user hardware and IT services to internal users in Bechtel offices locally.
• Diagnoses and resolves local Infrastructure, hardware & software related issues.
• Follows standard operating procedures for IT request and incident services to the end‑user.
• Improves incident resolution and customer service standards.
• Maintains and troubleshoots local IT infrastructure, network and collaboration services including computer hardware, peripherals and VC equipment and associated end‑user performance issues.
• Participates in the rollout of new technologies, services, and security remediations.

• Helpdesk Operations:
  Provides 24 x 7 first line support for IT services to internal users.
• Follows standard operating procedures for IT request and incident services to the end‑user.
• Troubleshoots end‑user performance issues for IT infrastructure, applications, network, and collaboration services globally.
• Provides feedback and assists in development of procedures, work instructions and new scopes.
• Participates in the rollout of new technologies, services, and security remediations.

• Mobility & Wireless Operations:
  Deploys and provides mobile devices and mobility services to internal users.
• Follows standard operating procedures for mobility services to the end‑users.
• Troubleshoots end‑user performance issues for mobile devices (smartphones, tablets, data devices, etc.) as well as mobile applications and Bechtel App Store.
• Provides feedback and assists in development of procedures, work instructions and new scopes.
• Responsible for mobility asset and inventory management.
• Identifies, diagnoses, and resolves problems for internal users on mobility & wireless services including configuration, setup and issue…