U.S. Department of State

Customer Support

• Workstation & System Support: Image, configure, deploy, maintain, replace, and troubleshoot Windows desktops and laptops.
• Apply workstation patches and updates and assist with monitoring and remediation of endpoint vulnerabilities and security issues.
• Install, configure, maintain, and troubleshoot approved third-party software.
• Install, configure, troubleshooting, and support network printers, docking stations, monitors, and other peripheral equipment.
• Diagnose workstation hardware and software issues and coordinate replacement or escalation when necessary.
• Microsoft 365 Desktop Application Support: Provide end-user technical support for Microsoft Word, Outlook, Excel, PowerPoint, OneDrive, Teams, and other Microsoft 365 applications.
• Troubleshoot local user-profile issues, application errors, synchronization problems, connectivity issues, and Microsoft 365 desktop-client configurations.
• Support Microsoft 365 administration activities involving mailboxes, distribution lists, shared mailboxes, calendars, and related services.
• PowerShell & Automation: Use PowerShell to perform desktop-management and administrative activities.
• Develop or utilize PowerShell scripts to automate repetitive tasks, support workstation configuration, maintain system inventories, and assist with configuration-baseline enforcement.
• Identify opportunities to improve efficiency through automation and standardized processes.
• Structured Cabling & Network Connectivity: Perform basic network connectivity troubleshooting and structured cabling activities.
• Connect desktop wall-jack runs to appropriate patch-panel ports.
• Patch panel connections to designated network switch ports while maintaining correct port alignment and established cabling standards.
• Assist with diagnosing workstation connectivity issues and coordinate with network personnel when escalation is required.
• Project & Task Management: Manage assigned projects, technical initiatives, service requests, and operational tasks.
• Plan and prioritize workloads based on deadlines, customer requirements, and operational priorities.
• Track progress, communicate status, identify potential issues, and complete assigned deliverables within established timelines.
• Customer Support & Documentation: Provide front-line technical support through enterprise ticketing systems, in-person walk-up support, email, and telephone.
• Troubleshoot technical issues professionally and communicate solutions clearly to customers with varying levels of technical knowledge.
• Document incidents, service requests, troubleshooting activities, resolutions, system changes, and other required information.
• Maintain technical documentation and follow established departmental procedures, work instructions, security requirements, and operational standards.

Desktop Support Specialist