Walk-Up Help Desk ​/ Desktop Support Specialist with Security Clearance

Walk-Up Help Desk Desktop Specialist Req #: 200207

Location:

Joint Base Anacostia-Bolling (JBAB), Washington, DC

Work Location:

JBAB-3-111

Schedule:

Full-Time | Day Shift
Work Arrangement:
Onsite with ad-hoc telework
Clearance:
Active Secret Clearance Required
LCAT:
Help Desk Specialist I - Secret

Position Overview We are seeking an approachable, customer-focused IT professional to support the Walk-Up Service Desk at Joint Base Anacostia-Bolling (JBAB). This position serves as the first point of contact for users requiring immediate, in-person technical assistance. The ideal candidate will combine strong foundational IT troubleshooting skills with excellent customer service and communication abilities. This is a highly visible, customer-facing role requiring patience, professionalism, and the ability to effectively assist users with a variety of Tier 1 technical issues.

Responsibilities
* Serve as the primary in-person IT support representative for walk-up customers.
* Greet customers promptly and professionally while listening to and triaging technical issues.
* Provide Tier 1 troubleshooting and resolve basic IT issues on the spot.
* Troubleshoot issues such as password resets, account unlocks, and peripheral problems.
* Open, update, document, and route trouble tickets using the BMC Remedy ticketing system.
* Accurately capture user information, contact details, and technical symptoms.
* Install and modify computer hardware and software.
* Diagnose hardware, software, and operator problems and recommend appropriate solutions.
* Load and configure operating systems, applications, and other software environments.
* Provide technical assistance and basic training to system users.
* Clearly explain technical solutions to customers using non-technical language.
* Maintain professionalism and composure when working with frustrated users.

Required Qualifications
* Active Secret security clearance or the ability to maintain an active Secret clearance.
* Associate degree in Computer Science, Information Systems/Technology, Engineering/Engineering Technology, Software Engineering/Programming, Management, Natural Sciences, Social Sciences, Mathematics, Business/Finance, or a related field.
* An applicable training certificate from an accredited training institution may also satisfy the education requirement.
* Two years of applicable experience may be substituted for the degree requirement.
* Strong written and verbal communication skills.
* Strong customer service and interpersonal skills.
* Foundational IT troubleshooting knowledge.
* Ability to work effectively in a face-to-face, customer-facing support environment.