IT Desktop Support Specialist

Job Overview

Job Title: IT Desktop Support Specialist

Job Location: Al Nakhla, Saudi Arabia

Trace Systems is seeking experienced IT Desktop Support Specialists to support the USMTM CITS contract in Riyadh, Kingdom of Saudi Arabia. The IT Desktop Support Specialist provides hands‑on Tier II endpoint support for classified and unclassified environments, including installation, imaging, configuration, troubleshooting, repair, relocation, patching, vulnerability remediation, and lifecycle support.

• Provide Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart‑card readers, and related endpoint equipment.
• Install, configure, test, troubleshoot, repair, replace, reimage, and relocate Microsoft Windows endpoints and approved applications.
• Use SCCM/MECM, MDT, Intune, or other Government‑approved tools for deployment, patching, software installation, and configuration management.
• Perform manual patches and hot fixes when automated deployment is unavailable or unsuccessful.
• Support Microsoft Office, Outlook, Teams, approved browsers, Adobe products, CAC middleware, VPN clients, and endpoint security tools.
• Troubleshoot hardware, operating systems, user profiles, certificates, authentication, printers, wired and wireless connectivity, DNS, DHCP, and VPN issues.
• Support office moves, workstation reconfiguration, technology refreshes, cable changes, and new‑user installations.
• Maintain accurate hardware, software, location, warranty, repair, and lifecycle records.
• Coordinate warranty repairs, vendor support, replacement equipment, and expiring warranty actions.
• Accept escalated tickets from Help Desk personnel and coordinate with Systems, Network, and Cybersecurity teams through resolution.
• Implement approved security settings, STIG‑related changes, vulnerability remediation, and endpoint compliance actions.
• Support Government property accountability, hand receipts, inventory, transfer, sanitization, and disposal processes.
• Maintain detailed ticket, installation, build, troubleshooting, and continuity documentation.
• Provide priority support to senior leaders and participate in maintenance, outage response, and after‑hours support.

• Active, in‑scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements: US Citizenship is required.
• Four (4) or more years of progressively responsible desktop, endpoint, field‑service, or enterprise technical support experience.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 - Technical Support Specialist, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination thereof.
• Qualifying credentials include a bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or completion of relevant military communications or network training.
• Qualifying certifications may include Security+, CND, GFACT, GSEC, or other DoD 8140‑approved certifications. Higher proficiency‑level or equivalent DoD 8140‑approved certifications applicable to the assigned work role may also be accepted.
• Experience installing, imaging, configuring, troubleshooting, repairing, and replacing Windows endpoints, printers, scanners, and peripherals.
• Experience with software deployment, patching, endpoint configuration, hardware lifecycle support, and enterprise ticketing systems.
• Working knowledge of Active Directory, user profiles, Group Policy concepts, account administration, TCP/IP, DNS, DHCP, VPN, and endpoint security.
• Ability to interpret technical procedures, configuration standards, security requirements, and equipment documentation.
• Strong customer service, technical documentation, troubleshooting, and organizational skills.
  
  Valid U.S. driver license and willingness to relocate to Riyadh, Kingdom of Saudi Arabia.

• Microsoft Endpoint Administrator, Microsoft 365, CompTIA A+, Network+, ITIL, or HDI certification.
• Experience with SCCM/MECM, Intune, MDT, WSUS, Power Shell, DISA STIGs, SCAP, and vulnerability…