Windows Desktop Support Specialist

Specific duties include, but are not limited to the following:

• Provide Tier I and Tier II technical support in a Windows-based enterprise environment.
• Install, image, configure, deploy, maintain, and troubleshoot Windows desktop computers, laptops, thin clients, and peripheral devices.
• Configure user workstations, approved software, local and network printers, and other end-user devices.
• Create, modify, disable, and troubleshoot Active Directory user accounts and group memberships.
• Diagnose and resolve hardware, software, operating system, and basic network connectivity issues.
• Support classroom and training environments by preparing workstations and assisting students, instructors, and government personnel during training events.
• Perform workstation moves, adds, and changes (MAC) and support user onboarding, transfers, and offboarding activities.
• Install operating system updates, security patches, and approved software updates.
• Document incidents, service requests, and technical procedures in Jira and maintain technical documentation and knowledge articles in Confluence.
• Track, prioritize, and resolve support requests, escalating complex issues when appropriate.
• Follow established cybersecurity policies and DoD security requirements.
• Work independently with minimal supervision while managing multiple priorities and delivering exceptional customer service.
• Participate in scheduled maintenance activities and perform other duties as assigned.

• GIAC Security Essentials Certification (GSEC)
• Security Certified Network Professional (SCNP)
• System Security Certified Practitioner (SSCP)

And

One of the following Microsoft operating system certifications must be obtained within six (6) months of hire
:

• Associate’s degree in information technology, Computer Science, Information Systems, or a related field; or an equivalent combination of military training, education, and relevant experience.
• Minimum of three (3) years of experience providing Tier I and Tier II desktop support in an enterprise Windows environment.
• Experience supporting Microsoft Windows 11.
• Experience administering Active Directory user and computer accounts.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Experience installing, configuring, and troubleshooting desktop computers, laptops, thin clients, printers, and peripheral devices.
• Experience imaging and deploying Windows workstations.
• Experience using an IT service management (ITSM) ticketing system.

• Experience supporting Department of Defense or Federal Government customers.
• Experience supporting classroom or training environments.
• Familiarity with DISA Security Technical Implementation Guides (STIGs).
• Familiarity with the Risk Management Framework (RMF).
• Experience using Atlassian Jira and Confluence in an Agile or Dev Sec Ops  environment.

• Ability to work independently with little to no direct supervision.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service and interpersonal skills.
• Strong written and verbal communication skills.
• Excellent organizational and time management skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Ability to communicate technical information effectively to both technical and non-technical users.
• Professional demeanor and commitment to supporting the mission.