Desktop Support Technician Level II

Zachary Piper, LLC; Arlington (VA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

PTO

Paid Holidays

Job summary

Zachary Piper Solutions is seeking a Desktop Support Technician Level II to provide enterprise IT support in a federal environment at the Pentagon in Arlington, VA. The role is fully onsite and requires an active Secret clearance.

You will diagnose and resolve hardware, software, and network issues, manage AD accounts, CAC PKI, and support Microsoft 365, VPNs, and VDI. Responsibilities include ticketing, asset management, and collaborating with security and network teams.

Qualifications

• Active Secret clearance required for the role.
• DoD 8140/8570 IAT Level II equivalent certification or Security+ CE.
• Onsite work at the Pentagon, Monday–Friday within 6:00 AM–6:00 PM ET.
• 5+ years of desktop support or IT technical support experience.
• Hands-on with Windows 10/11 Enterprise OS, AD, and enterprise apps.
• Experience with CAC, PKI, smart cards, and VPN connectivity.
• Strong knowledge of TCP/IP, LAN/WLAN, and network troubleshooting.
• Experience handling tickets via Remedy, ServiceNow, or similar ITSM.

Responsibilities

• Provide onsite Tier II desktop support for military personnel and executives.
• Install, image, maintain Windows workstations and peripherals.
• Diagnose hardware, software, OS, and network issues across enterprise IT.
• Administer AD user accounts, password resets, and permissions.
• Troubleshoot CAC authentication, PKI certificates, and smart cards.
• Support Microsoft 365 apps, VPN clients, VDI, and enterprise software.
• Handle walk-up IT support and asset deployments, replacements, and returns.
• Manage incidents and service requests using Remedy, ServiceNow, or similar ITSM.
• Support PWCS, enterprise mobile devices, and device lifecycle management.
• Collaborate with network engineers and cybersecurity teams to resolve issues.

Skills

Active Secret clearance

Security+ CE / DoD 8140 IAT II

Onsite Pentagon work

High school diploma + 5+ yrs

Windows 10/11 troubleshooting

Active Directory administration

CAC / PKI / smart card

TCP/IP / LAN / WLAN

Remedy / ServiceNow ITSM

M365 / VPN / VDI support

Education

High school diploma or equivalent

Tools

Remedy

ServiceNow

Microsoft 365

MECM/SCCM

Microsoft Intune / MDM

Job description

Zachary Piper Solutions is seeking a Desktop Support Technician Level II to provide enterprise IT support, hardware troubleshooting, and end-user technical assistance for a mission-critical federal environment at the Pentagon in Arlington, VA. The Desktop Support Technician Level II will be responsible for diagnosing and resolving hardware, software, network connectivity, and account access issues while supporting military personnel, executive leadership, and civilian staff. This position will be fully onsite at the Pentagon in Arlington, VA and requires an active Secret clearance!

Responsibilities of the Desktop Support Technician Level II:

• Provide onsite Tier II desktop support and technical troubleshooting for military personnel, executive leadership, and civilian end users
• Install, configure, image, maintain, and troubleshoot Windows 10/11 workstations, laptops, monitors, docking stations, printers, and peripheral devices
• Diagnose and resolve hardware, software, operating system, and network connectivity issues across enterprise IT environments
• Administer Active Directory user accounts, password resets, account unlocks, security groups, and access permissions
• Troubleshoot Common Access Card (CAC), Public Key Infrastructure (PKI), smart card authentication, and digital certificate issues
• Support Microsoft 365 applications, Microsoft Office, secure VPN clients, virtual desktop environments, and enterprise software
• Provide walk-up technical support, assist with IT equipment deployments, and coordinate hardware replacements and asset returns
• Manage incident tickets, service requests, and technical escalations using Remedy, ServiceNow, or similar IT service management platforms
• Support Personal Wireless Communications Systems (PWCS), enterprise mobile devices, and wireless endpoint provisioning
• Assist with iOS and Android device configuration, mobile authentication, network connectivity, and device lifecycle management
• Troubleshoot basic LAN/WLAN connectivity, IP configurations, switch ports, VLANs, and physical network cabling
• Perform Layer 1 network troubleshooting involving CAT5e/CAT6 cables, fiber optic connections, and network peripherals
• Maintain accurate IT asset inventories, technical documentation, standard operating procedures, and knowledge base articles
• Collaborate with network engineers, cybersecurity teams, vendors, and other technical support personnel to resolve escalated issues
• Support workstation refreshes, system imaging, software updates, and scheduled maintenance activities

Qualifications for the Desktop Support Technician Level II:

• Active Secret clearance
• Active CompTIA Security+ CE certification or equivalent DoD 8140/8570 IAT Level II certification
• Ability to work onsite at the Pentagon, Monday through Friday, within the 6:00 AM - 6:00 PM ET coverage window
• High school diploma or equivalent and 5+ years of relevant desktop support or IT technical support experience; additional relevant experience or an IT-related degree may be considered in lieu of experience
• Hands-on experience troubleshooting Windows 10/11 Enterprise operating systems, Microsoft 365, and enterprise desktop applications
• Experience with Active Directory administration, account provisioning, password resets, and user permissions management
• Experience troubleshooting CAC authentication, PKI certificates, smart card middleware, and secure VPN connectivity
• Strong understanding of desktop hardware, workstation imaging, peripheral devices, and enterprise IT support processes
• Knowledge of TCP/IP, LAN/WLAN connectivity, IP configuration, and basic network troubleshooting
• Familiarity with physical network cabling, including CAT5/CAT6, fiber optics, and RJ-45 connections
• Experience managing incident tickets and service requests using Remedy, ServiceNow, or similar ITSM platforms
• Familiarity with mobile device support, wireless communications systems, and iOS/Android device configuration

Compensation for the Desktop Support Technician Level II includes:

• Salary: $80,000 - $100,000
• Comprehensive Benefits Package including Medical, Dental, Vision, 401(k), PTO, and Paid Holidays

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