United Launch Alliance (ULA)

Support Engineer

• General troubleshooting of the ULA desktop computing environment based on incidents and service requests logged via the tier-one service desk
• Management and resolution of all 2nd line incidents and requests assigned to their queue in ServiceNow
• Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to ULA policies and procedures
• Deploy desktop computers and peripherals as well as record and track assets during deployment according to standards and workflow procedures
• Maintain regional service excellence by providing customers with regular updates throughout the management of their incidents and requests
• Troubleshooting a range of technology and telephony issues: investigating, diagnosing faults, and working through to resolution
• Support the set-up of new offices, sites or projects across the local region
• Ensure the maintenance of all local equipment rooms and conference room facilities, mitigate risks arising from audits, fire, safety or other risk assessments
• Develop, review and improve processes to maximize efficiency within the team
• Exhibit a flexible approach to working and provide coverage where necessary
• Provide training and guidance to end users
• Provide weekly/daily reports/time reporting and updates on current issues
• Provide conference room support including, when needed, maintaining connections to equipment
• Perform floor walks to engage with employees
• Maintain sufficient equipment stock to deliver service, including maintaining appropriate records
• May perform such other duties as the supervisor may require from time to time or deem necessary

IT Desktop Support Technician – Level 3