Desktop Support Technician Level II

Piper Companies; Arlington (VA); Sur place; USD 80 000 - 100 000; Plein temps

Avantages offerts par ce poste

Remedy ITSM

ServiceNow ITSM

Résumé du poste

Zachary Piper Solutions is seeking a Desktop Support Technician Level II to deliver enterprise IT support in a mission-critical federal environment at the Pentagon in Arlington, VA. The role requires an active Secret clearance and will be fully onsite with responsibilities spanning Windows 10/11, AD, CAC/KBI, VPN, M365, and asset management.

The candidate must have 5+ years of desktop support experience and be capable of supporting military personnel, executive leadership, and civilian staff

Qualifications

• Active Secret clearance is required.
• Security+ CE or equivalent DoD 8140/8570 IAT Level II certification.
• 5+ years of desktop or IT technical support experience; onsite at Pentagon M-F 6am-6pm ET.
• Strong knowledge of Windows 10/11, M365, and AD administration.
• Experience with CAC, PKI, smart cards, and VPN connectivity.
• Familiarity with ITSM ticketing systems (Remedy, ServiceNow).

Responsabilités

• Provide onsite Tier II desktop support for military and civilian staff.
• Install, image, and troubleshoot Windows workstations and peripherals.
• Manage AD accounts, password resets, and access permissions.
• Troubleshoot CAC, PKI, and smart card authentication and VPN.
• Support M365 apps, and enterprise software.
• Maintain asset inventories and documentation.

Connaissances

Active Secret clearance

Security+ CE / DoD 8140/8570 IAT Level

Windows 10/11 troubleshooting

Microsoft 365 administration

Active Directory administration

CAC/PKI/smart card troubleshooting

VPN connectivity

ITSM ticketing (Remedy/ServiceNow)

Onsite desktop support

Formation

High school diploma or equivalent

IT-related degree considered in lieu of experience

Outils

Remedy

ServiceNow

Description du poste

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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