GPS - On-Site Support Engineer - Supervising Associate

From strategy to execution, the Government & Public Sector (GPS) practice of Ernst & Young LLP provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world.

Our GPS Technology Organization is a structure within the US GPS practice that implements and maintains a new operate and technology model designed specifically to support U.S. Government engagements.

The opportunity

As a member of the GPS Enclave Support team, you play a crucial role in keeping IT operations running smoothly and ensuring our users have the support they need to effectively utilize technology in their day-to-day work.

This role will be performed on-site at our GPS Office(s) in McLean and Crystal City, Virginia.  

Responsibilities:

• Provide On-Site support in an office environment
• Escalation point for difficult issues relating to SharePoint, Exchange, Teams, Office, Power Platform, GPS applications hosted in Azure cloud and classified as well as and general on-site support
• ServiceNow ticket management; prioritizing tickets and awareness of SLAs
• Device support including but not limited to Laptops, Printers, Scanners, Microsoft Surface Hubs, Crestron, Condeco, Microsoft Teams Rooms, AV equipment (speakers, cameras, and monitors/kiosks), network and encryption equipment
• Network Support and Troubleshooting (Wi-Fi, VPN etc.)
• Event and Meeting Support (may occur on-site or off-site)
• Providing on call support for minor and major service outage resolutions
• Interaction and communications with internal and external technology service providers for support of GPS (telecom companies, managed services, EY Global Technology teams)
• Occasional travel may be required to support other EY locations, client engagement sites, or off-site events
• VIP/White Glove support
• Occasional after-hour support may be required
• Occasional training of users during introduction of new technologies and services

Skills and attributes for success

• Obsessed with producing the highest quality of work
• Excellent communication and storytelling skills aimed toward collaboration and the development of the team
• A decisive and analytical mind that delivers clear and efficient direction to complex and sometimes ambiguous problems
• Sound judgement, self-motivated, organized, detail oriented, ability to multi-task and handle stressful situations calmly
• Adapts personal communication style to the style of others, develops rapport and stays calm under pressure or escalating issues using advanced oral and written English communication skills
• Strong verbal and written skills including strong cross-cultural communication and the ability to draft effective communications
• Utilizes all aspects of Emotional Intelligence to navigate the interactions and complexities of the business environment.
• Willingness to learn and understand the different applications GPS end users use.
• Familiarity with ServiceNow and incident, problem, and change management processes and procedures
• Generalized understanding of Browsers (IE/Edge/Chrome), Bitlocker, Windows Hello for Business, M365 suite of applications, Windows 11, Azure AD, and MS cloud offerings

To qualify for the role, you must have

• Bachelors degree in Engineering or Science discipline or related work experience 
• Ability to obtain and maintain Top Secret security clearance  
• 5+ years of experience supporting or administrating M365 environments
• 5+ years of on-site technical support experience, or degree in related discipline
• MS-900 Fundamentals Certification

What we look for

Individuals with strong technical acumen who demonstrate drive, vision, teaming and purpose and are passionate about helping our clients achieve their goals.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.