Desktop Support 2

Subsidiary: T&H Solutions

Job Title: Desktop Support II

Work Location: AFNCR – Pentagon, Washington DC    

Labor Category: Full-Time | Exempt

Clearance Level: Secret

Travel Requirement: up to 25%     

Annual Salary: $67,000-$74,000

Scope of Work:

The primary purpose of this position is to provide Tier 2 technical support for desktop hardware, software, printers, and enterprise applications. This role is responsible for troubleshooting and resolving technical issues, supporting end users both remotely and in person, managing incident and service request tickets, and ensuring timely restoration of services in accordance with contract performance requirements while delivering exceptional customer service.

Responsibilities:

• Administer enterprise Windows endpoint environments.
• Manage Active Directory, Group Policy, and identity and access controls.
• Support endpoint management platforms (e.g., MECM/SCCM, Microsoft Intune).
• Implement technical changes in accordance with security, configuration, and change management requirements.
• Coordinate with Tier III engineers to resolve enterprise-wide incidents and support large-scale deployments, updates, patches, and technology rollouts.
• Assist with account, system, and enterprise device administration while documenting resolutions and maintaining technical knowledge articles.
• Resolve escalated Tier II incidents requiring advanced technical expertise in workstation, mobility, network, and enterprise endpoint support.
• Analyze and resolve complex technical issues affecting mission operations.
• Exercise independent judgment in diagnosing and resolving issues that cannot be addressed through standard procedures.
• Troubleshoot and resolve complex issues involving Windows, macOS, iOS, Android operating systems, enterprise applications, and endpoint management tools.
• Diagnose and resolve network connectivity issues using networking fundamentals, network diagnostic tools, VPN technologies, and enterprise mobility/device management solutions.
• Perform device imaging, configuration, provisioning, patching, hardware installation, repair, replacement, and onsite support.
• Perform onsite hardware installation, maintenance, repair, replacement, and equipment setup, including safely lifting and moving equipment up to 50 pounds as required.
• Serve as the primary escalation point for Tier II issues.
• Serve as the technical escalation point for complex endpoint issues, as able.
• Develop and maintain standard operating procedures (SOPs), technical documentation, and knowledge base articles.
• Mentor Tier I and Tier II technicians by providing technical guidance and support on complex issues.
• Deliver exceptional customer service to staff, management, and executive-level (VIP) users while consistently meeting established quality standards and service level expectations (SLAs).
• Effectively manage time-sensitive and high-priority support requests for executive leadership, while demonstrating sound judgment, professionalism, and clear communication.
• Provide professional, customer-focused technical support to staff, management, and executive leadership while collaborating effectively with cross-functional IT teams.
• Adhere to company policies, procedures, security requirements, and safety regulations.
• Perform other duties as assigned.

Requirements:

• Minimum of five (5) years of general information technology experience, including at least three (3) years of specialized experience supporting desktop systems in a field operations environment.

• Specialized experience must include knowledge of PC operating systems (e.g., Microsoft Windows), desktop hardware, networking concepts, email systems, and troubleshooting end-user hardware and software issues.
• Must possess an active Secret security clearance.
• Must possess a current CompTIA Security+ certification.
• Associate degree in Computer Science, Information Systems, Information Technology, Engineering, Software Engineering, Programming, Business, Finance, Mathematics, Natural Sciences, Social Sciences, or a related discipline, or an applicable certificate from an accredited training institution.
• Education and experience may be substituted as follows:
  • Bachelor's degree in one of the disciplines listed above and four (4) years of general experience, including at least two (2) years of specialized experience; or
  • No degree and eight (8) years of general experience, including at least six (6) years of specialized experience.
• Demonstrated verbal and written communication skills with a strong customer service orientation.
• Experience supporting Microsoft Windows desktop environments, email systems, and enterprise applications is preferred.
• Must possess and maintain a valid state driver’s license and a safe driving record, in accordance with company policy, to operate vehicles or equipment as required for the position.

Physical Demands / Work Environment:

• Frequent use of computers, keyboards, monitors, telephones, and other office equipment for extended periods.
• Ability to lift and carry computer equipment, monitors, printers, and related hardware weighing up to 50 pounds.
• Physical requirements include (but are not limited to) lifting, pushing, pulling, carrying, stooping, bending, squatting, reaching, and climbing as needed to install, repair, or replace equipment.
• Must be able to work on-call, alternate, and extended shift schedules when necessary to meet mission requirements, including evenings, weekends, and holidays.
• Work is primarily performed in an office or customer worksite environment but may require travel between facilities and occasional work in server rooms, equipment closets, or other operational areas.
• Must be able to work safely around electronic equipment while following all applicable safety procedures and wearing appropriate personal protective equipment (PPE) when required.

US Pay Range 67000 - 74000 USD