Desktop Support Specialist-DOS

Job Description

Job Description

Interested in Applying? I have a few preliminary questions. 

• Do you have hands-on experience supporting Windows desktop and laptop environments in an enterprise setting?
• Are you comfortable troubleshooting hardware, software, Microsoft 365, printer, and network connectivity issues directly with end users?
• Do you have experience using PowerShell to automate administrative tasks or manage workstation environments?
• Are you able to work 100% on-site and provide hands-on technical support as needed?
• Are you able to lift and move equipment weighing up to 50 pounds? 

Why is this Different from other Job Opportunities?

This position provides an opportunity to support a mission-focused U.S. Department of State environment where reliable technology and responsive customer support directly contribute to daily business operations.

The Desktop Support Technician works closely with contractors and government personnel while gaining exposure to enterprise workstation management, Microsoft 365, endpoint security, PowerShell automation, structured cabling, and other technologies supporting a complex operational environment.

All contractors supporting this Department are required to successfully complete a Secret security clearance as a condition of employment.

You Must Meet these Minimum Requirements:

• Experience supporting Microsoft Windows desktop operating systems in an enterprise environment.
• Experience administering and supporting Microsoft 365 applications and services.
• Experience managing Microsoft 365 functions such as mailboxes, distribution lists, shared resources, and calendars.
• Proficiency using PowerShell for automation, workstation administration, inventory management, or related desktop-support activities.
• Understanding of basic network connectivity, structured cabling, patch-panel configurations, and switch-port mapping.
• Demonstrated ability to diagnose and resolve hardware, software, application, peripheral, and connectivity issues.
• Ability to independently manage assigned projects and tasks, prioritize workloads, track progress, and meet established deadlines.
• Strong customer service, communication, and troubleshooting skills.
• Ability to lift, move, install, and relocate computer equipment weighing up to 50 pounds.
• Be eligible to receive Secret Security Clearance

We are also Looking for:

• Experience with Active Directory and Group Policy.
• Familiarity with enterprise printers, multifunction devices, and peripheral equipment.
• CompTIA A+, Network+, CCNA certifications.
• Experience administering Exchange Online, including creating and managing user mailboxes, shared mailboxes, distribution lists, and calendars.
• Familiarity with Azure Virtual Desktop (AVD) or comparable enterprise virtual desktop infrastructure technologies.
• Familiarity with Microsoft Intune or similar endpoint management platforms.
• Experience working with enterprise ticketing systems such as ServiceNow, Remedy, Jira, or similar platforms.

Our most Successful Employees in this Position Demonstrate:

• A strong customer-service mindset with the ability to communicate effectively with technical and non-technical customers.
• Initiative and ownership when troubleshooting problems and completing assigned work.
• Strong attention to detail when configuring systems, managing accounts, documenting work, and implementing technical changes.
• The ability to independently troubleshoot issues while knowing when to collaborate or escalate appropriately.
• Effective workload management and the ability to balance customer requests, projects, routine maintenance, and emerging priorities.
• Professionalism when working with government personnel, contractors, and others.
• Willingness to learn new technologies, processes, and operational requirements.
• A commitment to cybersecurity, established procedures, documentation standards, and configuration management practices.
• Reliability, accountability, teamwork, and a solutions-oriented approach to technical challenges.

Overview of the Department:

The Desktop Support team provides enterprise end-user technology support within a U.S. Department of State environment. The team is responsible for maintaining reliable, secure, and operational workstation environments while providing direct technical support to customers. 

Team members support desktop and laptop systems, Microsoft 365 applications, endpoint security, printers and peripherals, network connectivity, structured cabling, account administration, workstation deployments, and other technologies required to maintain daily operations.

The Desktop Support Specialist works collaboratively with contractors and government personnel to resolve technical issues, support technology initiatives, maintain established standards, and provide positive customer experience.

Day-to-day Job Responsibilities include:

Responsibilities include, but are not limited to:

Workstation & System Support

• Image, configure, deploy, maintain, replace, and troubleshoot Windows desktops and laptops.
• Apply workstation patches and updates and assist with monitoring and remediation of endpoint vulnerabilities and security issues.
• Install, configure, maintain, and troubleshoot approved third-party software.
• Install, configure, troubleshooting, and support network printers, docking stations, monitors, and other peripheral equipment.
• Diagnose workstation hardware and software issues and coordinate replacement or escalation when necessary.

Microsoft 365 Desktop Application Support

• Provide end-user technical support for Microsoft Word, Outlook, Excel, PowerPoint, OneDrive, Teams, and other Microsoft 365 applications.
• Troubleshoot local user-profile issues, application errors, synchronization problems, connectivity issues, and Microsoft 365 desktop-client configurations.
• Support Microsoft 365 administration activities involving mailboxes, distribution lists, shared mailboxes, calendars, and related services.

PowerShell & Automation

• Use PowerShell to perform desktop-management and administrative activities.
• Develop or utilize PowerShell scripts to automate repetitive tasks, support workstation configuration, maintain system inventories, and assist with configuration-baseline enforcement.
• Identify opportunities to improve efficiency through automation and standardized processes.

Structured Cabling & Network Connectivity

• Perform basic network connectivity troubleshooting and structured cabling activities.
• Connect desktop wall-jack runs to appropriate patch-panel ports.
• Patch panel connections to designated network switch ports while maintaining correct port alignment and established cabling standards.
• Assist with diagnosing workstation connectivity issues and coordinate with network personnel when escalation is required.

Project & Task Management

• Manage assigned projects, technical initiatives, service requests, and operational tasks.

• Plan and prioritize workloads based on deadlines, customer requirements, and operational priorities.
• Track progress, communicate status, identify potential issues, and complete assigned deliverables within established timelines.

Customer Support & Documentation

• Provide front-line technical support through enterprise ticketing systems, in-person walk-up support, email, and telephone.
• Troubleshoot technical issues professionally and communicate solutions clearly to customers with varying levels of technical knowledge.
• Document incidents, service requests, troubleshooting activities, resolutions, system changes, and other required information.
• Maintain technical documentation and follow established departmental procedures, work instructions, security requirements, and operational standards.
• Collaborate with contractors and government personnel to resolve technical issues and support departmental objectives.

Work Schedule:

The employee will work an 8-hour shift between the hours of 6:15 am to 6:00 pm with a non-compensated 45-minute lunch (See your Project Manager for work schedule and department policies). Additional hours may be required and must be authorized by your Project Manager and DoS Management. This is an 100% on-site position 

Software Systems Utilized:  

• Microsoft 365: Outlook, Teams, OneDrive, Word, Excel, PowerPoint, Exchange Online
• Microsoft Windows
• Microsoft PowerShell
• Microsoft Active Directory
• Group Policy
• Microsoft Intune
• Azure Virtual Desktop (AVD)
• Enterprise ticketing systems such as ServiceNow, Remedy, or Jira
• Enterprise Endpoint Security and vulnerability-management tools
• Enterprise printer and peripheral-management technologies