SHR Consulting Group

Customer Support

• Provide onsite Tier II desktop and endpoint support to DoD customers
• Troubleshoot desktops, laptops, tablets, zero/thin clients, operating systems, applications, hardware, and peripheral devices
• Image and configure Government workstations
• Install Government standard operating-system loads and user-specific applications
• Install, configure, troubleshoot, and maintain desktop hardware, software applications, operating systems, drivers, monitors, printers, and peripherals
• Diagnose and resolve Tier II incidents and service requests within established SLAs
• Document troubleshooting activity, resolutions, root-cause information, and customer interactions in the Government-provided ticketing system
• Escalate complex incidents to Tier III engineering teams with appropriate technical context
• Utilize Government-approved remote support tools
• Support CAC, PKI token, MFA, and two-factor authentication activities
• Support workstation migrations and technology-refresh initiatives
• Maintain device accountability, asset inventories, and equipment records
• Support Active Directory and enterprise Windows desktop environments
• Support software deployment, endpoint provisioning, and enterprise endpoint-management technologies
• Perform workstation vulnerability remediation, patching, configuration updates, re-imaging, and replacement
• Validate endpoint compliance with DISA STIGs and applicable organizational security baselines
• Support ATO sustainment by documenting endpoint configurations and compliance artifacts
• Develop and maintain SOPs, troubleshooting procedures, and support documentation
• Coordinate with systems engineers and cybersecurity teams to resolve escalated issues
• Provide dedicated onsite desk-side and remote support for supported Pentagon organizations

Desktop Support Specialist, Secret Clearance Required

Network Engineer

• Support configuration, operation, maintenance, and troubleshooting of enterprise and cloud network infrastructure
• Support Google Cloud Platform networking and connectivity for applications, services, and environments
• Configure and troubleshoot network connectivity, routing, DNS, firewall rules, load balancing, certificates, network segmentation, and related services
• Coordinate network requirements and changes with infrastructure, security, cloud, application, and DevSecOps teams
• Support application migrations, integrations, environment builds, releases, and deployments by identifying and resolving network dependencies
• Monitor network availability, performance, capacity, and connectivity
• Troubleshoot outages and performance degradation
• Support incident response and root cause analysis for network-related service interruptions
• Implement network configurations consistent with enterprise architecture, security, and configuration-management requirements
• Maintain network diagrams, configuration documentation, implementation procedures, and other technical artifacts
• Participate in Agile/SAFe planning, sprint activities, technical working sessions, and change-control activities
• Support defense, federal civilian, and intelligence customers through technology integration and modernization initiatives