Desktop Support Technician

We can sponsor a Secret Security Clearance, but Secret Clearance already in hand is preferred.

Provides above baseline service to both NIPR and SIPR desktop devices and mobile phones for HQ, JMC onsite at Rock Island Arsenal. Services of these devices can be for customers located CONUS/OCONUS and those working both onsite and telework. Works closely with government staff to manage hardware assets. Establishes and ensures that appropriate security controls over software and hardware are maintained.

Analyzes software and hardware requirements. Patches devices in accordance with IAVAs and reports on compliancy.

These duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification. They provide a representative summary of the major duties and responsibilities.

Accurately records daily tasks and assignments for metrics gathering on task orders.

Coordinates the updates of cell service hardware and software applications.

Develops procedures and training material for customers and internal use.

Aids in the design, development and maintenance of various system applications.

Troubleshoots and resolves complex IT‑related problems.

Support will include VIP level assistance and ability to work after hours as needed.

Works independently under overall project objectives and requirements; apprises Project Manager about progress and unusual complications.

Work is reviewed for accuracy of judgment, compliance with instructions, and to ensure proper alignment.

Guidelines usually include existing systems and the constraints imposed by related systems with which the incumbent's work must be meshed.

Adapts design approaches successfully used in precedent systems.

Completed work is reviewed for timeliness, compatibility with other work, and effectiveness in meeting requirements.

May provide functional direction to lower level assistants on assigned work.

Performs other duties as assigned or required.

Knowledge of applicable computer system software programs and MS Office Applications.

Strong problem research and resolution skills.

Capability to work in a secure environment and always adhere to security protocols.

Ability to troubleshoot hardware/software.

Strong written and oral communication skills.

High attention to detail and equipment accountability.

Ability to maintain security of devices.

Ability to activate, deactivate, and/or suspend service on devices.

Skill in working independently, multitasking, prioritizing projects, and meeting deadlines.

Skill in using analytical and research skills in performance of job duties.

Skill in establishing and maintaining cooperative working relationships with others.

Keen attention to detail. Maintain inventory of all devices.

Ability to effectively prioritize and execute tasks in a high‑pressure environment.

Strong customer service orientation.

Experience working in a team‑oriented, collaborative environment.

Ability to be proactive and continuously stay up to date on the latest New Technology trends.

Setup and support unique systems (e.g., Janus, machines with external hard drives, x‑ray viewer, Eubank scanners).

Troubleshoot unique devices and hardware issues (e.g., PCA photo printer, handheld scanners, KVM, 49” monitors, docking stations losing monitors, network, power to battery).

Troubleshooting to resolution or redirect to appropriate support helpdesk.

Above‑baseline imaging.

Issue | Setup | Relocate hardware support.

Setup KVMs for users with SIPR and NIPR (Ops Center & KG175s).

Package | Mail remote users’ equipment for both government and contract personnel.

Assist remote users with troubleshooting.

LCR distribution:
Setup One Drive, Teams, Outlook, test VPN and issue power supply (travel).

Collect equipment turn‑ins:
Complete paperwork, remove/destroy hard drives, scan equipment received, and send scan to G4 for TI.

Off‑site LARs support:
Handing off unique BIOS password to supporting NEC personnel for LARs and issuing new and/or LCR equipment (including shipping).

Input | Approve all HQ JMC TCOs.

S+ and Interim Clearance Mandatory.