Provide on-site technical support to end users in a government enterprise environment
Manage face-to-face interactions with users
Document all activities in the IT ticketing system
Serve as a technical resource for complex troubleshooting
Conduct advanced troubleshooting of desktop computers, laptops, peripherals, and software
User account management, device imaging
Collaborate with IT teams
Work closely with the Help Desk Manager to deliver timely solutions to IT incidents and service requests
Mentor and provide technical guidance to Deskside Administrator I staff

Requirements

U.S. Citizen
Active Secret clearance with the ability to obtain a Top Secret with SCI eligibility
3-4 years of experience in deskside or technical support role
Must hold current 8570/8140 IAT Level II Certification (e.g., CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
Problem-solving skills and ability to provide hands-on support under pressure
Ability to troubleshoot hardware issues (desktops, laptops, printers, peripherals) and software problems
Good verbal and written communication skills with focus on delivering excellent customer service
Familiarity with IT service management tools and remote support technologies
Experience working in a team environment with willingness to learn and adapt.

Benefits

Comprehensive benefits package
Healthcare benefits
Paid leave
Retirement plans
Insurance programs
Education and training assistance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

desktop supportlaptop supporthardware troubleshootingsoftware troubleshootinguser account managementdevice imagingIT ticketing systemremote support technologiestechnical supportproblem-solving

Soft Skills

communication skillscustomer serviceteam collaborationmentoringadaptabilityinterpersonal skillstechnical guidancepressure handlingface-to-face interactiondocumentation

Certifications

8570/8140 IAT Level II CertificationCCNA SecurityCySA+GICSPGSECSecurity+ CECNDSSCP