Desktop Support Specialist I

Interested in Applying? I have a few preliminary questions.

• Do you enjoy troubleshooting and solving end-user technology issues?
• Do you have experience supporting Microsoft Windows desktop operating systems, Microsoft Office, and Outlook?
• Do you enjoy helping employees resolve computers, printers, software, or system-access issues in person or remotely?
• Are you detail-oriented and able to manage multiple assignments, prioritize your work, and meet deadlines?
• Are you self-motivated and comfortable working independently while contributing to a team environment?

Why is this Different from other Job Opportunities?

This position supports a mission-focused U.S. Department of State environment where responsive desktop support and reliable technology directly contribute to daily financial operations supporting U.S. diplomacy worldwide.

The Desktop Support Specialist I works with contractors and government personnel to provide hands-on end-user support, troubleshoot desktop and printer issues, install and configure IT equipment, document solutions, and help maintain reliable workstation operations.

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:

• A two-year degree in Information Technology (IT) or business-related field is preferred.
• Three (3) years of experience supporting Microsoft desktop operating systems, including current versions of the Microsoft Office suite and Outlook.
• Experience providing desktop support.
• Experience in computer network installation, operation, and maintenance.
• Experience providing user support and troubleshooting.
• Education and certifications may be substituted for years of education, consistent with applicable contract requirements.
• Must be eligible to receive Secret Security clearance

We are also Looking for:

• A strong customer-service mindset and commitment to help end users.
• A team-oriented approach and ability to work effectively with technical and non-technical personnel.
• Strong troubleshooting and problem-solving skills.
• A process-driven mindset with the ability to follow established procedures and protocols.
• Initiative, reliability, and willingness to learn new technologies and operational requirements.

Our most Successful Employees in this Position Demonstrate:

• Strong attention to detail.
• Teamwork and professionalism.
• The ability to communicate technical and non-technical information effectively.
• The ability to multitask and prioritize competing requests.
• The ability to meet established deadlines.
• Ownership of assigned work and appropriate escalation when additional support is needed.

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:

• Provide Helpdesk PC and printer support.
• Provide end-user support and troubleshoot desktop, software, peripheral, and basic connectivity issues.
• Provide and document solutions to customer issues and service requests.
• Evaluate existing desktop systems and printers to determine whether repair or replacement is appropriate.
• Install and configure new IT equipment.
• Support Microsoft Windows desktop operating systems and Microsoft Office applications, including Outlook.
• Assist with the installation, configuration, and troubleshooting of approved software and peripheral devices.
• Support basic computer network installation, operation, and maintenance activities within the scope of the position.
• Analyze existing software and provide recommendations for new or replacement applications when appropriate.
• Maintain accurate 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.
• Manage assigned tasks, prioritize workload, and complete work within established deadlines.

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 a 100% on-site position

Software Systems Utilized:

• Microsoft Office Suite / Microsoft 365 desktop applications
• Microsoft Windows desktop operating systems
• Microsoft Outlook
• Enterprise desktop and printer-support tools
• Department-approved commercial off-the-shelf (COTS) software
• Department network environments and related end-user support technologies