Desktop Support Specialist

Responsibilities & Qualifications

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.

RESPONSIBILITIES

• End-User and 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 and 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) and 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 and 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 and 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 and Application Support:

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• 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 and 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

REQUIRED QUALIFICATIONS

• Active Secret clearance
• Current CompTIA Security+ CE certification or an equivalent DoD-approved Information Assurance Technical (IAT) Level II baseline certification under applicable DoD 8140 requirements.
• High School Diploma or equivalent and a minimum of 5+ years of relevant IT desktop/technical support experience
• Strong problem solving and decision-making skills.
• Ability to work autonomously as well as with a team.
• This is a 100% on-site requirement.

Overview

We are seeking a Desktop Support Specialist to join our team supporting AFNCR (Air Force National Capital Region) in Arlington, VA.

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.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com.

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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: (Pentagon) Arlington, VA
• Type of environment: Office
• Noise level: Medium
• Work schedule: Schedule is day shift Monday - Friday. May require occasional after-hours maintenance support or participation in an on-call rotation.
• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to grip, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds.

The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

• US Citizenship
• Active Secret Clearance

WAGE INFORMATION

Target salary range: $90,000.00 - 100,000.00. The salary range displayed is an estimate and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.