Desktop Support Technician

TIME Systems; Arlington (VA); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health coverage with multiple plans

Dental coverage with no annual maximum

Vision plan with exams and eyewear

Life Insurance and AD&D

401(k) Retirement Plan

HSA/FSA and disability insurance

Job summary

TIME Systems is seeking a Desktop Support Technician to maintain desktop environments, troubleshoot issues, perform upgrades, and keep equipment up to date to maximize user productivity. This role requires coordinating with government teams and supporting DoDIN operations in a high-security environment.

The successful candidate will hold a DoD Secret clearance, possess the required DoD 8570 Level II certification, and demonstrate strong documentation and incident-management skills.

Qualifications

• Bachelor's degree or higher with 4+ years of relevant experience, or a Master's with 2+ years.
• Currently possess a DoD Secret security clearance.
• DoDD 8570 IAT Level II certification (e.g. Security+ CE).
• Experience documenting technical support and triage clearly in writeups.
• Experience reviewing system events and triaging impact and urgency.

Responsibilities

• Oversee day-to-day IT service operations, ensuring compliance and cyber resilience.
• Coordinate with government and interagency partners to support IT operations.
• Align IT service efforts with COOP strategies and DoDIN operations.
• Implement proactive configuration management to maintain data integrity.
• Use sensors and data-driven processes to drive improvements.
• Support defense across the AOR to protect IT assets and mission continuity.
• Drive CSI by aligning with DoD best practices and industry standards.
• Report service status and metrics to leadership and propose improvements.
• Coordinate training and knowledge sharing on IT and cybersecurity best practices.
• Troubleshoot and resolve user computer issues (hardware/software).
• Handle ticket resolution per established SLRs and timelines.
• Assist teams with troubleshooting local and networked MFD/printers and VoIP/VTC issues.
• Engage VIP and executive customers with premier computer and network support.

Skills

Troubleshooting

User support

Technical documentation

Communication

Security awareness

Education

Bachelor's degree

Tools

Remedy

Switches/routers

Job description

Desktop Support Technician

Location: Pentagon, VA

Clearance: Secret

Certifications: CompTIA Security+ or equivalent

About TIME Systems

At TIME Systems, we are at the forefront of Technology, Innovation, Management, and Engineering solutions. Our commitment to empowering our team and fostering impactful leadership has established us as a leader in our field. Our work extends beyond business, actively contributing to local charities. We are proud of our CMMI Level 3 for Services and Development, ISO 9001:2015 certification, and our regular presence on Inc. Magazine’s “Inc. 5000 List” and Syracuse University’s IVMF “Vet 100 List.”

Benefits

• Health Coverage: Select from three plans, including a 100% company-funded employee-only plan.
• Dental Coverage: Our dental plan offers extensive care with no annual maximum.
• Vision: Our vision plan covers regular eye exams and corrective eyewear.
• Life Insurance and AD&D and other customizable coverage options!
• 401(k) Retirement Plan
• Health Savings Account (HSA), Flexible Spending Account (FSA), Short- and Long-Term Disability Insurance, Employee Assistance Plan, and more!

Why Join Us

• Veteran Preference – Strong value placed on military veterans and their skills.
• Career Growth – Opportunities for professional development in a supportive environment.
• Innovative Culture – Be part of a team that pushes boundaries and makes tangible impacts.

Role Summary

TIME Systems is looking for senior desktop support technicians to join our team. Your primary objective is to ensure smooth operation of desktop environments by troubleshooting problems, performing installations and upgrades, and maintaining equipment while enhancing user productivity.

Key Responsibilities

• Oversee day-to-day IT service operations, ensuring compliance, mission effectiveness, and cyber resilience.
• Coordinate and collaborate with various teams, including government and interagency partners, to support seamless IT operations.
• Ensure IT service operation efforts are aligned with Continuity of Operations (COOP) strategies and enable effective command and control for DoDIN operations.
• Implement proactive configuration management processes to maintain data integrity and operational effectiveness.
• Utilize sensors and data-centric processes to drive decision-making and proactive service improvements.
• Support defense across the AOR’s to protect IT assets and ensure mission continuity.
• Drive Continual Service Improvement (CSI) by optimizing IT services, aligning with DoD best practices, and implementing industry standards.
• Report service status and performance metrics to leadership and recommend improvements to enhance operational efficiency.
• Coordinate with personnel to ensure appropriate training and knowledge sharing on IT and cybersecurity best practices.
• Support remote exercise activities as the mission dictates in like home base capacity.
• Properly troubleshoot and resolve user computer issues including hardware and software-related concerns.
• Manage the resolution of customer tickets according to established Service Level Requirements (SLRs).
• Ensure customer requirements and guidelines are identified and completed within the timeline set by the customer.
• Assist other teams to troubleshoot and resolve local and network-connected MFD/printers.
• Assist other teams in troubleshooting and resolving Voice over Internet Protocol (VoIP) and Video Teleconference (VTC) issues.
• Work directly with VIP and executive-level customers to provide premier computer and network support.
• Build and mature the relationship with your IT customer, understanding the mission and your role in supporting operational requirements of that mission.

Requirements

• Bachelor's degree and 4+ years of prior relevant experience or Masters with 2+ years of prior relevant experience, additional years of relevant experience may be accepted in lieu of a degree.
• Currently possess a DoD Secret security clearance.
• Currently possess a minimum DoDD 8570 IAT Level II certification (e.g. Security+ CE).
• Experience writing strong technical support/triage documentation.
• Experience reviewing system events and performing triage to determine impact and urgency.

Preferred Qualifications

• Experience working with ITSM tools, such as Remedy.
• Experience working in a military command or operations center.
• 2+ years' experience with switches and routers.
• Any associated DoDD 8140 compliant certifications.

We are TIME Systems: Committed to Excellence, Dedicated to Service.

TIME Systems, LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.