DESKTOP SUPPORT TECHNICIAN

KaylaTek; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Job summary

Join KaylaTek as a Desktop Support Specialist, responsible for supporting Air Force Senior Officers. You will handle technical support and maintenance for a variety of devices, ensuring efficient operations. This high visibility role requires strong problem-solving skills and relevant certifications to support significant IT needs within the team.

Benefits

Medical Insurance

Dental and Vision Coverage

401(k) with company matching

Paid Time Off

Professional Development Program

Qualifications

• 5+ years of prior relevant experience in desktop support.
• Security+ CE Certification is required.
• Must possess an active DoD Secret security clearance.

Responsibilities

• Perform onsite analysis, diagnosis, and resolution of complex problems.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations.
• Document and update all assigned incident tickets.

Skills

Problem Solving

Technical Communication

Education

High School diploma or equivalent

Tools

Active Directory

Remedy

Job description

Come join our growing team with a 21st Century Vision! At KaylaTek, we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs, but on building and enhancing your career through ongoing professional development, training, and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages, dedication to education, as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow, learn and feel a sense of belonging, not just a place to work.

Employee Benefit Offerings

Medical, Dental, Vision, 401(k) with company matching, Short-Term and Long-Term Disability, Life and AD&D Insurance, Paid Time Off, 11 Paid Holidays, Employee Assistance Program (EAP), Professional Development Program, Military Leave Support, Referral bonuses and more!

KaylaTek has an exciting Desktop Support Journeyman opportunity supporting the AFNCR IT contract. This is a high visibility position supporting a premier Air Force contract as part of the Silver Support Team Staff.

Job Summary : Desktop Support Specialist is responsible for providing Air Force Senior Officers client site service, repair and / or installation support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Duties may include providing roving site support services as well as assisting in the development and ensuring adherence to area-wide procedural / policy changes.

Desktop Support is divided into three teams to support the Pentagon, JBA, and JBAB. The Desktop Support team will support all desktops and multi-functional devices at the Pentagon, JBA, JBAB, Alternate Sites, and Event / Conferences. Additionally Desktop Support handles routine requirements, like new customer installs, small office moves, and technical refresh. Desktop Support handles approximately 18,000 NIPR desktops, laptops, and tablets / iPads and iPhones; approximately 3,500-4,000 SIPR desktops; and all printers connected to the AFNCR network. Desktop Support personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support. Assisting with reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues. Work with HQ software license manager to prevent unlicensed software on the network.

Essential Job Functions

• Perform onsite analysis, diagnosis, and resolution of complex problems for customers and recommend / implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required SLA's.
• Collaborate with LAN technicians / network administrators to ensure efficient operation of the organization's desktop computing environment.
• Where required, administer and resolve issues with associated end-user workstation software products.
• Receive and respond to incoming calls, e-mails, instant messages, and voicemails.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Accurately document and update all assigned incident tickets.
• If necessary, liaise with third-party support and PC equipment vendors
• Analyze, identify and resolve Common Access Cards and CAC Readers / PKI certificate troubleshooting.
• Analyze, identify, resolve VPN, outlook, and network access issues.
• Utilize Active Directory to manage user's accounts.

Basic Qualifications

• High School diploma or equivalent and 5+ years of prior relevant experience.
• Security+ CE Certification is required.
• Currently possess an active DoD Secret security clearance

Preferred Qualifications

• Strong communication skills (both verbal and written).
• Comfortable discussing technical information with users and other support personnel.
• Ability to quickly learn new systems and IT concepts.
• Strong problem solving and decision-making skills.
• Ability to work autonomously as well as an integral member of a team.?

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

MUST BE A US CITIZEN

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

EQUAL OPPORTUNITY EMPLOYER

KaylaTek is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

E-VERIFY AND BACKGROUND CHECKS

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts a background check on all candidates post offer though PROScreening LLC.

KaylaTek requires criminal, education and salary checks on candidates post offer.

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Desktop Support Technician • Washington, DC, United States