Desktop Support Technician

-Clearance Requirement:

• Active Secret clearance required prior to start (US Citizenship mandatory).

Key Responsibilities:

• Provide Tier II Desk Side Support, including both touch labor and remote desktop assistance for migrated endpoints.

• This support effort kicks off in conjunction with Canary Testing.

• Personnel must be prepared to travel within a 50-mile radius of their assigned facility to provide support.

• Support will include onsite Tier 2 Desk Side services during core business hours (0800-1600 local time) for up to 60 days after DAFA personnel transition to DISA. Temporary support is needed for approximately 60-90 days.

• Remote support will be provided where feasible for customers outside the three regional kiosk locations.

• Support escalated Tier I issues that cannot be resolved remotely or require physical intervention.

• Resolve endpoint migration and post-migration issues, including installation, configuration, and testing of desktop hardware and peripherals.

• Maintain and monitor endpoint devices, applying updates, patches, and troubleshooting software/hardware issues.

• Train personnel on Global Service Desk (GSD) operations to ensure smooth transition and reduce support dependency.

• Ensure that services are aligned with compliance and security standards for endpoint devices.

• Create and update technical documentation, including incident reports and troubleshooting guides.

Technical Skills:

• Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations.

• Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues.

• Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues.

• Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support.

• Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates.

• Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation.

• Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation.

• Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests.

• Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices.

Preferred Skills:

• Experience providing IT support in government or highly regulated environments.

• Industry certifications such as CompTIA Security+, Network+, or A+.

• Familiarity with Global Service Desk operations and best practices.

Work Environment:

• On-site presence is required at the designated locations during core business hours.

• Some remote work may be required for supporting customers outside the kiosk locations.

• The position involves physical intervention and may require lifting equipment up to 50 lbs.

This role provides a unique opportunity to deliver critical technical support during a significant IT transition effort, ensuring a smooth migration experience for DAFA personnel.

Required Qualifications: High school diploma and 3+ years of relevant IT support experience, or equivalent combination of education and work experience.

• Active Secret clearance required

• Strong knowledge of Microsoft Windows operating systems, including troubleshooting OS-level issues.

• Experience with Active Directory for account management and troubleshooting.

• Familiarity with remote desktop tools and remote troubleshooting techniques.

• Ability to troubleshoot and resolve escalated hardware and software issues for desktop and peripheral devices.

• Knowledge of endpoint security tools and their deployment.

• Strong communication and interpersonal skills, with a customer-focused approach.

Technical Skills:

• Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations.

• Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues.

• Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues.

• Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support.

• Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates.

• Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation.

• Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation.

• Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests.

• Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices.

***Must be 8570 Certified Compliant***.

Desired Qualifications:

• Experience providing IT support in government or highly regulated environments.

• Industry certifications such as CompTIA Security+, Network+, or A+.

• Familiarity with Global Service Desk operations and best practices.