What are the responsibilities and job description for the Desktop Support Technician position at Kros-Wise, Inc.?
Overview
We are seeking a Computer User Support Specialist to provide Tier I and II support for end-user systems within a secure Department of Defense environment. The specialist will assist in troubleshooting hardware, software, and network issues across local and remote users, while ensuring compliance with cybersecurity and system access protocols.
Key Responsibilities
We are seeking a Computer User Support Specialist to provide Tier I and II support for end-user systems within a secure Department of Defense environment. The specialist will assist in troubleshooting hardware, software, and network issues across local and remote users, while ensuring compliance with cybersecurity and system access protocols.
Key Responsibilities
- Provide front-line technical support via phone, email, and in person
- Install, configure, and maintain workstations, laptops, and peripheral devices
- Troubleshoot user access issues related to CAC, Active Directory, and network permissions
- Support patch management, antivirus, and STIG compliance tasks
- Assist in imaging systems and software deployment using tools like SCCM or MDT
- Maintain inventory of IT assets and support lifecycle management
- Escalate unresolved issues to higher-level system administrators or network teams
- Log all support interactions in the ticketing system and track resolution status
- Provide user guidance and training on common applications and security best practices
- U.S. Citizenship and Secret clearance or eligibility
- Associate's degree in IT, Computer Science, or related field (Bachelor's preferred)
- 3 years of experience providing user and desktop support in a DoD or secure environment
- Experience with Windows 10/11, Microsoft 365, Active Directory, and network troubleshooting
- Familiarity with DoD security policies, including RMF and DISA STIGs
- Security certification required
- Experience supporting Navy Marine Corps Intranet (NMCI), NGEN, or similar DoD networks
- Knowledge of Remedy, ServiceNow, or equivalent ITSM ticketing systems
- Experience with DoD user account provisioning and revocation procedures
- Familiarity with VDI environments (e.g., Citrix, VMware Horizon)
- ITIL v4 Foundation certification
- Experience working in a SIPR/NIPR dual-environment support role
- Strong communication skills and ability to support non-technical users