Desktop Support Technician

Job Description

Overview

We are seeking a Computer User Support Specialist to provide Tier I and II support for end-user systems within a secure Department of Defense environment. The specialist will assist in troubleshooting hardware, software, and network issues across local and remote users, while ensuring compliance with cybersecurity and system access protocols.

Key Responsibilities

Provide front-line technical support via phone, email, and in person

Install, configure, and maintain workstations, laptops, and peripheral devices

Troubleshoot user access issues related to CAC, Active Directory, and network permissions

Support patch management, antivirus, and STIG compliance tasks

Assist in imaging systems and software deployment using tools like SCCM or MDT

Maintain inventory of IT assets and support lifecycle management

Escalate unresolved issues to higher-level system administrators or network teams

Log all support interactions in the ticketing system and track resolution status

Provide user guidance and training on common applications and security best practices

Minimum Qualifications

U.S. Citizenship and Secret clearance or eligibility

Associate's degree in IT, Computer Science, or related field (Bachelor's preferred)

3+ years of experience providing user and desktop support in a DoD or secure environment

Experience with Windows 10/11, Microsoft 365, Active Directory, and network troubleshooting

Familiarity with DoD security policies, including RMF and DISA STIGs

Security+ certification required

Additional Preferred Qualifications

Experience supporting Navy Marine Corps Intranet (NMCI), NGEN, or similar DoD networks

Knowledge of Remedy, ServiceNow, or equivalent ITSM ticketing systems

Experience with DoD user account provisioning and revocation procedures

Familiarity with VDI environments (e.g., Citrix, VMware Horizon)

ITIL v4 Foundation certification

Experience working in a SIPR/NIPR dual-environment support role

Strong communication skills and ability to support non-technical users

Full-time