What are the responsibilities and job description for the Desktop Support Technician with Security Clearance position at People, Technology & Processes, LLC?
Position Title: Desktop Support Technician Location: Fort Knox Clearance Type: SECRET Compensation: $30.55/hr.
Responsibilities include (but are not limited to):
Responsibilities include (but are not limited to):
- Provide support for the Microsoft Outlook (Current Version) e-mail users.
- Provide troubleshooting support for software and hardware.
- Resolve and document problems when installing and upgrading systems and software.
- Provide support for the administration of remote access systems.
- Provide troubleshooting and installation support for Video Teleconferencing (VTC) systems.
- Provide troubleshooting and installation support for Nortel and Cisco VOIP desktop instruments.
- Receive, review, and respond to IT service requests and trouble tickets via the AESMP/ITSM ticketing system.
- Provide touch labor support for the installation, troubleshooting, patching, and software updates of NIPR/SIPR desktop systems when remote tools are unavailable.
- Install, configure, and support authorized desktop software, including security updates and vendor patches (e.g., service packs, hotfixes).
- Resolve issues with computers, printers, scanners, and other end-user hardware devices.
- Support the installation and operation of Virtual Desktop Infrastructure (VDI) and perform local troubleshooting of VDI client systems.
- Perform hardware diagnostics and coordinate with users or other NEC work centers for resolution of hardware and software malfunctions.
- Assist with release management tasks, including software licensing and deployment of new desktop configurations.
- Tailor and publish software and patch packages for distribution, validate installations, and remediate issues when necessary.
- Configure end-user systems and network devices according to Army security policies and standards.
- Support VIP users, ensuring follow-up on corrective actions within two business days.
- Create and update Standard Operating Procedures (SOPs) and technical documents for review and government approval.
- Provide weekly reports on ticket activity, resolutions, and walk-in service metrics in accordance with reporting requirements.
- Troubleshoot LAN connectivity issues, distinguish between physical and logical network problems, and adjust configurations or port allocations as needed.
- Perform tasks related to the implementation, administration, and support of Microsoft’s Windows operating system, including installation, software distribution, and implementation on client systems supported by the NEC.
- Support the implementation and adjudication of Cybersecurity and security directives
- Recommend methods to improve NEC operations. QUALIFICATIONS:
- High school diploma required.
- Valid Driver’s License.
- CompTIA Security CE or equivalent IAT Level II certification (DCWF 451). Knowledge and Experience:
- 2 years of desktop support or system support experience in an enterprise IT environment.
- Working knowledge of Windows operating systems, Microsoft Office, and Army Gold Master images.
- Familiarity with AESMP/ITSM ticketing systems and incident response protocols.
- Proficient in Microsoft Workstation Operating System platforms and, Microsoft Office applications current and future inventory as approved by DISA and other standard systems and software used by customers.
- Knowledge of current Windows Server operating systems and future versions that may be deployed during contract period.
- Knowledge of common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, etc.; ability to quickly learn unique GOTS applications.
- Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
- Strong communication skills, ability to interface with customers and resolve issues professionally.
- Excellent customer service skills; project a positive image and professional manner at all times; ability to work within the confines of a set time schedule.
- Ability to lift and move IT equipment as needed for installations and troubleshooting. Desired Qualifications:
- Experience supporting military NECs or DoD IT environments.
- Hands-on experience with VDI, Active Directory, patch management, and endpoint configuration.
- Knowledge of RMF compliance, STIGs, and DoD software/hardware baselines.
- Experience in high-volume desktop support environments, ideally with >2,000 support actions/month.
Salary : $31