Senior Desktop Support Specialist

DEFTEC delivers mission-critical solutions through skillfully delivered services and innovative products. We are inspired by our clients' critical missions and driven to provide the most effective solutions to execute their missions, operational challenges, and requirements. Our dedicated, experienced, and talented employees work closely with our clients to ensure the delivery of exceptional services and products.

POSITION OVERVIEW

We are seeking a Senior Desktop Support Specialist to serve as front-line IT support for NATO operations on-site in Norfolk, VA. You will be the first point of contact when users need help - resolving issues on the first call where you can, fulfilling service requests, and escalating the tougher problems to higher-tier support. The role is hands-on day to day: setting up and maintaining workstations, laptops, printers, and other end-user equipment, installing and troubleshooting software, and keeping everything tracked in the ticketing system from the moment a request comes in until you have confirmed with the user that it is resolved. Because it is a customer-facing role in a multinational environment, you will regularly support senior staff and VIPs and represent the support team professionally.

This is a full-time, on-site position based in Norfolk, VA, running from July 2026 through December 2026.

KEY RESPONSIBILITIES

• Deliver first-call resolution for incoming incidents and service requests, following established support procedures.
• Provide Level 1 front-line support, taking a proactive approach to assigned requests and escalating incidents to Level 2 when a higher tier is needed.
• Set up, install, and maintain end-user computing assets - desktops, laptops, printers, and other commercial off-the-shelf (COTS) equipment - for CSU Norfolk and supported customers.
• Install, configure, and troubleshoot software on LAN workstations.
• Perform system administration and maintenance on Microsoft Windows 10 workstations.
• Log every support action in the approved ticketing system, keep tickets updated with current status, and follow up with users to confirm resolution before closing.
• Contribute to accurate accountability and tracking of IT assets.
• Escalate user complaints and recurring problems through the proper channels.
• Engage directly with customers throughout the day, including senior staff and VIPs, in a professional and service-oriented manner.
• Occasional lifting of equipment (up to 25 lbs) and physical setup work, such as desk installations, may be required.

REQUIRED QUALIFICATIONS

• A currently active NATO SECRET security clearance.
• Experience installing, operating, and maintaining computer systems on a local area network (LAN).
• System administration and maintenance experience with Microsoft Windows 10.
• Hands-on experience installing, operating, and maintaining COTS equipment, including desktop and laptop computers and printers.
• Experience using ITSM ticketing systems to track and close incidents, fulfill requests and work orders, and manage changes while keeping users informed of progress.
• CompTIA A certification (Hardware/Software fundamentals).
• Strong customer-service skills and the ability to work professionally in a multinational environment, including direct support to VIPs.
• A thorough knowledge of English, both written and spoken.

PREFERRED QUALIFICATIONS

• Prior experience providing IT or desktop support in a NATO, military, or government environment.
• Experience working in a customer service or service desk support environment.
• Familiarity with ITIL service management practices.
• Additional CompTIA or vendor certifications (e.g., Network , Microsoft).

DEFTEC offers a comprehensive whole-life benefits package that includes medical, dental, vision, holiday, paid time off, 401K with a match, life insurance, short/long-term disability, and educational reimbursement. The DEFTEC team comprises professionals who make a difference daily in crucial national security missions. Our leadership knows that this happens by employing a diverse team that is well cared for. Our top priority is our employees, making DEFTEC an ideal workplace.

Reasonable Accommodations

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please contact HR@deftec.com if you require reasonable accommodations.

Drug-Free Workplace

DEFTEC is a Drug-Free Workplace where post-offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.

AAP/EEO Statement

DEFTEC Corp is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type on the basis of actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law. This policy applies to all terms of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, training, compensation, benefits, employee activities and general treatment during employment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.