Infrastructure Support Engineer

In this role you will provide 3rd line support for desktop hardware and software, focusing on SCCM, Group Policy, and deployed applications. You will manage Windows Imaging (WIMS) and OS Deployment (OSD) to support desktops, laptops, and workstations, and help deliver contracted IT services with a strong customer focus. You’ll work with suppliers, create and maintain technical documentation, and coach 1st/2nd line teams. Your work enables efficient, secure, and scalable desktop environments for the client.

• Manage WIMS and OSD for desktop environment
• Create and standardize WIM images
• Produce OSD task sequences for different hardware
• Test and validate standard Operating Environment (SOE) images
• Troubleshoot SOE/build issues
• Liaise with suppliers on faults and fixes
• Document technical solutions in knowledge base
• Provide technical support and training to 1st/2nd line analysts
• Test and document new hardware
• Write user documentation for front-office hardware/software
• Investigate new products/solutions and provide recommendations
• Create and administer group policies
• Analyze, manage, and deploy Microsoft patches to desktops

• In-depth knowledge of Windows 10/11
• Active Directory and GPOs
• Microsoft SCCM
• Group Policy administration
• Extensive desktop support experience
• Knowledge of WIMS and their management
• Experience with SCCM, ADK and MDT
• Network infrastructure understanding
• Ability to create professional, articulate documents
• ITIL awareness
• High-level government vetting completion

• Clear communication
• Documentation proficiency
• Customer-focused service
• Windows 10/11
• Active Directory
• GPOs