Desktop Support Specialist – Intermediate

DecisionPoint Corporation

Intermediate Desktop Support Specialist serving as Tier II support for SDDC users at Scott Air Force Base. Troubleshooting, imaging, and resolving technical issues in secure environments.

Posted 6/9/2026full-timeScott Air Force Base • Illinois • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cyber SecurityServiceNow

About the role

Key responsibilities & impact

Provide onsite Tier II desktop support for SDDC users across NIPR and SIPR environments
Troubleshoot, diagnose, and resolve workstation, laptop, peripheral, printer, and software issues
Perform workstation imaging, setup, installation, replacement, and lifecycle support
Support approved baseline configurations for Government-owned desktops, laptops, and related equipment
Create, update, route, monitor, and close customer support incidents and service requests in the Government-provided ticketing system
Provide remote desktop administration and telephone-based technical support when required
Support vulnerability patching, software updates, and hardware/software upgrades
Conduct or support STIG-related activities within the desktop support area of responsibility
Maintain documentation, knowledge base entries, and standard operating procedures for common support issues
Coordinate with systems administrators, network administrators, cybersecurity staff, and Government leads to resolve escalated issues
Support operational IT requirements for meetings, conferences, and mission events
Maintain courteous, professional, and mission-focused customer service at all times

Requirements

What you’ll need

High School Diploma required
Associate degree in Information Technology, Computer Science, Cybersecurity, or related discipline preferred
Minimum 5 years of experience providing desktop support, help desk support, or endpoint support in an enterprise IT environment
Experience supporting Windows desktops/laptops, Microsoft Office/365, printers, peripherals, imaging tools, and remote support tools
Experience working in DoD, Army, USTRANSCOM, or other federal IT environments preferred
Experience using AESD, Remedy, ServiceNow, or equivalent ticketing systems preferred
Experience supporting NIPR/SIPR users, CAC-enabled systems, and secure facility environments preferred
Knowledge of desktop imaging, workstation configuration, endpoint troubleshooting, and customer support processes
Familiarity with DISA STIGs, IAVA/IAVM compliance, patch management, and approved baseline configurations
Understanding of Active Directory account basics, group membership, permissions, and endpoint access support
Ability to support hardware/software refresh, peripheral replacement, and user device troubleshooting
DoD 8140 / 8570 baseline certification, as required by final labor category mapping preferred
CompTIA Security+, A+, Network+, HDI, ITIL Foundation, Microsoft, or equivalent certification preferred
Strong customer service, communication, and troubleshooting skills
Ability to support mission users in a fast-paced, onsite DoD environment
Strong documentation and ticket management discipline
Ability to work with technical teams across desktop, network, systems, cyber, and AV/VTC support areas

Benefits

Comp & perks

Must hold an active Secret clearance
Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

desktop supportendpoint supportworkstation imagingtroubleshootingWindowsMicrosoft Office 365Active Directorypatch managementcustomer support processesperipheral replacement

Soft Skills

customer servicecommunicationtroubleshooting skillsdocumentation disciplineability to work in fast-paced environmentprofessionalismmission-focusedcoordinationinterpersonal skillsorganizational skills

Certifications

DoD 8140DoD 8570CompTIA Security+CompTIA A+CompTIA Network+HDIITIL FoundationMicrosoft certification