Desktop Support Specialist – Intermediate

Role Overview

• Provide onsite Tier II desktop support for SDDC users across NIPR and SIPR environments
• Troubleshoot, diagnose, and resolve workstation, laptop, peripheral, printer, and software issues
• Perform workstation imaging, setup, installation, replacement, and lifecycle support
• Support approved baseline configurations for Government-owned desktops, laptops, and related equipment
• Create, update, route, monitor, and close customer support incidents and service requests in the Government-provided ticketing system
• Provide remote desktop administration and telephone-based technical support when required
• Support vulnerability patching, software updates, and hardware/software upgrades
• Conduct or support STIG-related activities within the desktop support area of responsibility
• Maintain documentation, knowledge base entries, and standard operating procedures for common support issues
• Coordinate with systems administrators, network administrators, cybersecurity staff, and Government leads to resolve escalated issues
• Support operational IT requirements for meetings, conferences, and mission events
• Maintain courteous, professional, and mission-focused customer service at all times

Requirements

• High School Diploma required
• Associate degree in Information Technology, Computer Science, Cybersecurity, or related discipline preferred
• Minimum 5 years of experience providing desktop support, help desk support, or endpoint support in an enterprise IT environment
• Experience supporting Windows desktops/laptops, Microsoft Office/365, printers, peripherals, imaging tools, and remote support tools
• Experience working in DoD, Army, USTRANSCOM, or other federal IT environments preferred
• Experience using AESD, Remedy, ServiceNow, or equivalent ticketing systems preferred
• Experience supporting NIPR/SIPR users, CAC-enabled systems, and secure facility environments preferred
• Knowledge of desktop imaging, workstation configuration, endpoint troubleshooting, and customer support processes
• Familiarity with DISA STIGs, IAVA/IAVM compliance, patch management, and approved baseline configurations
• Understanding of Active Directory account basics, group membership, permissions, and endpoint access support
• Ability to support hardware/software refresh, peripheral replacement, and user device troubleshooting
• DoD 8140 / 8570 baseline certification, as required by final labor category mapping preferred
• CompTIA Security+, A+, Network+, HDI, ITIL Foundation, Microsoft, or equivalent certification preferred
• Strong customer service, communication, and troubleshooting skills
• Ability to support mission users in a fast-paced, onsite DoD environment
• Strong documentation and ticket management discipline
• Ability to work with technical teams across desktop, network, systems, cyber, and AV/VTC support areas

Tech Stack

• Cyber Security
• ServiceNow

Benefits

• Must hold an active Secret clearance
• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access