Desktop Support Technician

Position Title: Desktop Support TechnicianLocation: Fort Knox, KYClearance Type: SECRETCompensation: $30.55/hr.Responsibilities include (but are not limited to):Performs the duties and responsibilities of Information Management Officer (IMO) and Telephone Management Officer (TCO).Provide support for the Microsoft Outlook (Current Version) e-mail users, troubleshoot software, resolve issues with computers, printers, scanners, and other end-user hardware devices.Provide support for the administration of remote access systems.Provide troubleshooting and installation support for Video Teleconferencing (VTC) systems, Nortel and Cisco VOIP desktop instruments.Receive, review, and respond to IT service requests and trouble tickets via the AESMP/ITSM ticketing system.Provide touch labor support for the installation, troubleshooting, patching, and software updates of NIPR/SIPR desktop systems when remote tools are unavailable.Install, configure, and support authorized desktop software, including security updates and vendor patches (e.g., service packs, hotfixes).Support the installation and operation of Virtual Desktop Infrastructure (VDI) and perform local troubleshooting of VDI client systems.Perform hardware diagnostics and coordinate with users or other NEC work centers for resolution of hardware and software malfunctions.Assist with release management tasks, including software licensing and deployment of new desktop configurations.Tailor and publish software and patch packages for distribution, validate installations, and remediate issues when necessary.Configure end-user systems and network devices according to Army security policies and standards.Support VIP users, ensuring follow-up on corrective actions within two business days.Create and update Standard Operating Procedures (SOPs) and technical documents for review and government approval.Provide weekly reports on ticket activity, resolutions, and walk-in service metrics in accordance with reporting requirements.Troubleshoot LAN connectivity issues, distinguish between physical and logical network problems, and adjust configurations or port allocations as needed.Perform tasks related to the implementation, administration, and support of Microsoft’s Windows operating system, including installation, software distribution, and implementation on client systems supported by the NEC.Support the implementation and adjudication of Cybersecurity and security directives.Recommend methods to improve NEC operations.Other duties as assigned.Enterprise Systems Management:Assist in the management and administration of enterprise systems including:Active Directory, System Center, VDI, Remote Access, SharePoint, Antivirus, and Virtual Server Services.Perform system monitoring, fault isolation, performance tuning, patching, and configuration via coding/scripting (e.g., PowerShell).Administer file and print servers, virtual machines, and Virtual Storage Appliance (VSAN) technologies.Utilize VMware, Hyper-V, vCenter, Horizon View, and related tools for virtualization support.Maintain system and application security in accordance with DoD STIGs and RMF compliance.Manage system logs and provide remediation for faults or performance issues on NIPR/SIPR systems.Support 7+ enterprise system actions monthly, ranging from routine patching to advanced re-networking tasks.Server Administration & Cyber Support:Respond to server-related AESMP/ITSM trouble tickets, service orders, and work requests.Plan and conduct installations, testing, updates, and cybersecurity patching for server systems.Maintain documentation of parts, changes, and service activities in the ticketing system.Provide guidance to NEC staff and Information Management Officers (IMOs) on cyber compliance and system hardening.Support the creation and update of SOPs, Technical Training Plans (TTPs), and RMF artifacts.Troubleshoot server-side and end-user cybersecurity problems and recommend system modifications to improve reliability.Provide remote or on-site support for server incidents and support system back-ups, storage, and restoration activities.Education and Certifications:High school diploma required.Valid Driver’s License.CompTIA Security+ CE or equivalent IAT Level II certification (DCWF 451).Knowledge and Experience:2+ years of desktop support or system support experience in an enterprise IT environment.Working knowledge of Windows operating systems, Microsoft Office, and Army Gold Master images.Proficient with AESMP/ITSM ticketing systems and incident response protocols.Proficient with TMS.Proficiency with hardware diagnostics, remote tools, and VDI environments.Proficient in Microsoft Workstation Operating System platforms and Microsoft Office applications current and future inventory as approved by DISA and other standard systems and software used by customers.Knowledge of current Windows Server operating systems and future versions that may be deployed during the contract period.Knowledge of common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, etc.; ability to quickly learn unique GOTS applications.Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.Strong communication skills, ability to interface with customers and resolve issues professionally.Excellent customer service skills; project a positive image and professional manner at all times; ability to work within the confines of a set time schedule.Ability to lift and move IT equipment as needed for installations and troubleshooting.Desired Qualifications:Experience supporting U.S. Army NECs or DoD IT environments.Knowledge of DoD STIG compliance, RMF, and ACAS/HBSS tools.Hands-on experience with virtualization platforms such as VMware, Hyper-V, vCenter, and VSAN.Scripting experience (e.g., PowerShell) for automation and software deployment.Familiarity with enterprise backup/restoral and storage technologies (NAS/SAN/Zero Clients). #J-18808-Ljbffr People Technology & Processes LLC