Desktop Support Specialist - Intermediate

Desktop Support Specialist - Intermediate

Job :

Location:

US-IL-Scott Air Force Base, Illinois

Category:
Information Technology

Type:
Regular Full-Time

DecisionPoint seeks an Intermediate Desktop Support Specialist to provide onsite customer support for Global Information Technology Support Services supporting the Military Surface Deployment and Distribution Command (SDDC) Deputy Chief of Staff for Information Management (G6). This position supports SDDC Office Information System users across NIPR and SIPR environments at HQ SDDC, Scott Air Force Base, Illinois.

The Desktop Support Specialist will provide Tier II desktop support, workstation imaging, hardware/software troubleshooting, peripheral support, ticket resolution, and customer service support. This role requires experience supporting DoD users in a secure IT environment, maintaining approved baseline configurations, supporting patching and workstation upgrades, and documenting issue resolution.

This position is located at HQ SDDC, Scott Air Force Base, Illinois.

Note:

By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid.

The Intermediate Desktop Support Specialist will:

• Provide onsite Tier II desktop support for SDDC users across NIPR and SIPR environments.
• Troubleshoot, diagnose, and resolve workstation, laptop, peripheral, printer, and software issues.
• Perform workstation imaging, setup, installation, replacement, and lifecycle support.
• Support approved baseline configurations for Government-owned desktops, laptops, and related equipment.
• Create, update, route, monitor, and close customer support incidents and service requests in the Government-provided ticketing system.
• Provide remote desktop administration and telephone-based technical support when required.
• Support vulnerability patching, software updates, and hardware/software upgrades.
• Conduct or support STIG-related activities within the desktop support area of responsibility.
• Maintain documentation, knowledge base entries, and standard operating procedures for common support issues.
• Coordinate with systems administrators, network administrators, cybersecurity staff, and Government leads to resolve escalated issues.
• Support operational IT requirements for meetings, conferences, and mission events.
• Maintain courteous, professional, and mission-focused customer service at all times.

Clearance Requirement:

• Must hold an active Secret clearance.
• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access.

Education:

• High School Diploma required.
• Associate degree in Information Technology, Computer Science, Cybersecurity, or related discipline preferred.

Experience:

• Minimum 5 years of experience providing desktop support, help desk support, or endpoint support in an enterprise IT environment.
• Experience supporting Windows desktops/laptops, Microsoft Office/365, printers, peripherals, imaging tools, and remote support tools.
• Experience working in DoD, Army, USTRANSCOM, or other federal IT environments preferred.
• Experience using AESD, Remedy, Service Now, or equivalent ticketing systems preferred.
• Experience supporting NIPR/SIPR users, CAC-enabled systems, and secure facility environments preferred.

Technical Knowledge:

• Knowledge of desktop imaging, workstation configuration, endpoint troubleshooting, and customer support processes.
• Familiarity with DISA STIGs, IAVA/IAVM compliance, patch management, and approved baseline configurations.
• Understanding of Active Directory account basics, group membership, permissions, and endpoint access support.
• Ability to support hardware/software refresh, peripheral replacement, and user device troubleshooting.

Certifications (Preferred):

• DoD 8140 / 8570 baseline certification, as required by final labor category mapping.
• CompTIA Security+, A+, Network+, HDI, ITIL Foundation, Microsoft, or equivalent certification preferred.

Skills:

• Strong customer service, communication, and troubleshooting skills.
• Ability to support mission users in a fast-paced, onsite DoD environment.
• Strong…