By Light Professional IT Services

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Desktop Support Engineer

Desktop Support Engineer

# of Openings 
Job Locations 
US-LA-New Orleans
Posted Date 
Information Technology

More information about this job


The Desktop Support Engineer shall provide hardware and activation support consisting of unpacking, assembling, setting up and configuring and testing the installed equipment for proper operations. Software support shall include receiving, installing, testing, configuring, debugging, patching, and assisting users in employing product features. Software support does not include generation of custom software code.  Support network switches and closets.  Provide tier 2 support.


By Light is an IT products and services firm specializing in software development, satellite/terrestrial communications, cyber security, and network engineering/design. Headquartered in Arlington, VA, we provide support worldwide to DOD, Federal Civilian, and Health IT customers.


  • Receive and install and deploy workstations
  • Troubleshoot any problems or issues that arise with Windows desktops/laptops from the network drop to the desktop/laptop
  • Provide Tier 2 Customer Support services utilizing VA’s CA Service Desk Manager System for tracking work and updating existing tickets. Support will include PCs, printers, scanners, Laptops, tablets, card readers, barcode scanners, BlackBerry digital assistants, iPhones, and broadband cards
  • Install SLVHCS IT hardware including laptops, workstation computers, and computer peripherals such as networked and dedicated printers, monitors, scanners, keyboards, mice, BlackBerry digital assistants, and mobile broadband cards.
  • Prepare laptops for new users by installing the standard image, preparing paperwork and testing functionality
  • Interview the new user to determine their comfort level with a laptop, what software they require that is not part of the standard image, and verify the user has a Virtual Private Network (VPN) account
  • Verify the equipment has been updated and the software is working correctly before release
  • Provide VPN assistance for users; manage wireless broadband cards for laptops by installing software, preparing appropriate paperwork for equipment checkout and checking visitor’s laptops to verify that antivirus and Windows security updates are current
  • Scan visitor’s laptop for viruses, spyware, malware and report incidents to the Information Security Officer (ISO) within 1 hour
  • Load the users’ profile onto the laptop and review the VPN and Encryption roles with users, and how they protect information. The Contractor shall review the process used to log into their new laptop and VPN with each user
  • Manage laptop recalls for administrative requirements to include installing required security updates and software installations. The Contractor shall log recalls in the IT Inventory, train users on software specific to laptops, upgrade Encryption when required, and troubleshoot and repair laptops
  • Administer BlackBerrys, gain proper approval and documentation for new BlackBerry users, setup and deploy BlackBerrys to users, train users on new features, troubleshoot hardware and software issues, and test BlackBerrys with new hardware and software packages

Required Experience/Qualifications

  • Bachelor’s Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or work/military experience
  • 1-3 years of related support
  • Experience working at federal client site
  • Excellent people and communications skill
  • Candidate MUST meet eligibility requirements for obtaining High BI security clearance

An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities