Desktop Support Specialist

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

Employee Benefit Offerings

Comprehensive Medical, Dental, Vision plans, FSA, HSA, 401(k) with company match, Short-Term and Long-Term Disability, Life and Accidental Death and Dismemberment Insurance, Paid Time Off, 11 Paid Holidays, Employee Assistance Program (EAP), Professional Development Program, Military Leave Support, Referral bonuses and more!

Job Overview

KaylaTek has an exciting Desktop Support Specialist opportunity supporting the AFNCR IT contract at the Pentagon. The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.

As a Desktop Support Technician, you will serve as the primary face of the organization, delivering world-class technical support and customer service to military personnel, executive leadership, and civilian staff. Technicians are responsible for onsite installation, diagnosis, configuration, maintenance, and repair of enterprise hardware, operating systems, software applications, and network peripherals. In addition, technicians support walk-up customer assistance centers, deploy and receive IT assets, maintain detailed service records in Remedy/ServiceNow, support software license compliance, and support personal wireless communications systems (PWCS), and coordinate with unit resource advisors to provide support for enterprise mobile devices, wireless endpoints, and PWCS equipment.

Work Environment & Physical Demands:

• Physical Demands: Must be able to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) weighing up to 40 lbs.
• Mobility: Must be capable of traversing Pentagon rings, corridors, and secure spaces on a daily basis to support customer requirements.
• Work Location: 100% onsite at the Pentagon, Arlington, VA, due to the classified and hands-on nature of the systems supported.

Primary Responsibilities

End-User & Executive Support

Provide direct, onsite technical analysis, diagnosis, and resolution of complex hardware, software, and peripheral issues for end-users and executive customers across the Pentagon complex.

Hardware & Systems Deployment

Install, configure, image, test, maintain, and troubleshoot desktop systems, laptops, docking stations, monitors, network printers, scanners, and peripheral equipment in accordance with established Service Level Agreements (SLAs).

Personal Wireless Communications Systems (PWCS) & Mobility Support

Support the provisioning, issuance, receipt, and Tier-1 troubleshooting of Personal Wireless Communications Systems (PWCS) assets, enterprise cellular devices, wireless endpoints, and secure mobile capabilities. Partner with the PWCS Lead and Mobility team to support device migrations, asset audits, lifecycle refreshes, and battery/accessory management. Assist end users with wireless device setup, multi-factor authentication, network connectivity, and basic profile configuration.

Customer Walk-Up & Ticket Operations

Staff the walk-up customer support center, promptly deploying and receiving IT assets with accurate ticket tracking and work order documentation. Utilize the Remedy Action Request System (and/or ServiceNow) to log, document, categorize, prioritize, route, track, resolve, and close customer incident tickets and service requests.Contribute to and maintain a central technical repository/knowledge base of standard operating procedures, recurring issues, and troubleshooting guides.

Account & Identity Management

Diagnose and resolve Common Access Card (CAC) authentication, middleware, card reader, and PKI digital certificate issues. Utilize Active Directory to perform user account management, password resets, security group assignments, and access control adjustments.

Software & Application Support

Manage, update, and troubleshoot client software applications-including Microsoft Office /Microsoft 365 apps, secure DoD-approved VPN clients, virtual desktop environments, enterprise security tools, and approved third-party software. Coordinate with HQ software license managers to ensure network software compliance.

Network & Layer 1 Connectivity:

Troubleshoot workstation and device network connectivity, including Layer 1 physical patching (CAT5e/CAT6, single-mode/multi-mode fiber, transceivers/SFP modules), Wi-Fi connectivity issues, IP configuration, and basic switch port/VLAN troubleshooting.Vendor Escalation: Coordinate with third-party vendors and OEM technical support teams to resolve complex, warranty, or escalated hardware/software discrepancies.

Basic Qualifications

• Requires a High School Diploma or equivalent and a minimum of 5+ years of relevant IT desktop/technical support experience (additional years of relevant experience or an Associate's/Bachelor's degree in an IT field will be accepted in lieu of experience).

• Security Clearance: Active DoD Secret security clearance.

• Certification: Current CompTIA Security+ CE certification (or equivalent DoD 8140/8570.01-M IAT Level II baseline certification).

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Technical Experience:

• Proven experience troubleshooting Windows operating systems (Windows 10/11 Enterprise), Microsoft 365/Office suite, DoD security baselines, and commercial desktop applications.

• Experience with Active Directory administration, account unlocking, and permissions management.

• Hands-on experience troubleshooting PKI certificates, CAC/Smart Card middleware, and DoD-approved secure VPN solutions.

• Solid working knowledge of Layer 1 physical cabling (CAT5/CAT6, fiber optic patch cables, RJ-45 terminations) and basic LAN/WLAN connectivity troubleshooting. Familiarity with Personal Wireless Communications Systems (PWCS), wireless hardware, and mobile device enrollment/configuration (iOS/Android).

• Service Management:
• Hands-on experience logging, escalating, and closing incident and work order tickets using Remedy, ServiceNow, or equivalent ITSM platforms.

Professionalism:

• Proven ability to deliver polished, customer-facing technical support in a high-tempo, professional executive or military environment.
• Availability:
• Willingness to support occasional after-hours scheduled maintenance or participate in an on-call rotational schedule if required.

Preferred Qualifications:

• Prior experience supporting IT operations in the National Capital Region (Pentagon, Joint Base Andrews, or Joint Base Anacostia-Bolling) or within an Air Force Communications Focal Point (CFP) / military command center.
• Experience supporting Personal Wireless Communications Systems (PWCS) asset tracking, property accountability, and user provisioning.
• Experience deploying operating system images using Microsoft Endpoint Configuration Manager (MECM/SCCM) or modern imaging tools.
• Experience supporting mobile device management (MDM) platforms such as Microsoft Intune.
• Strong interpersonal, verbal, and written communication skills with the ability to clearly translate complex technical solutions to senior military and civilian leaders.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to work effectively both independently and as a collaborative member of an integrated technical support team.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

MUST BE A US CITIZEN

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

COMMITMENT TO DIVERSITY

KaylaTek is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

E-VERIFY AND BACKGROUND CHECKS

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts a background check on all candidates post offer though PROScreening LLC.