Desktop Support Technician / Routine Requirements Team

KaylaTek, Inc.; Arlington (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

KaylaTek, a forward-thinking company, invites applications for a Desktop Support role at the Pentagon in Arlington, VA. This position requires a qualified individual to ensure seamless IT operations, supporting critical defense missions. Candidates should have proven networking experience, a strong security background, and excellent customer service skills. The role includes responsibilities such as troubleshooting complex issues and collaborating with IT teams to maintain network integrity.

Benefits

Medical, Dental, and Vision Insurance

401(k) with Company Match

Short and Long Term Disability

Paid Time Off and Holidays

Professional Development Program

Qualifications

• 5 years of experience in computer networking.
• Active CompTIA Security+ certification.
• Possess an active DoD Secret security clearance.

Responsibilities

• Perform onsite analysis, diagnosis, and resolution of complex IT problems.
• Collaborate with LAN technicians to ensure efficient network operations.
• Support installation and maintenance of client LAN/WAN devices.

Skills

Networking

Troubleshooting

Customer Service

Communication

Problem Solving

Tools

ServiceNow

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.

Position Description

KaylaTek has an exciting Desktop Support/Routine Requirements Team opportunity supporting a highly visible AFNCR-IT support contract at the Pentagon, Arlington, VA.

Summary

The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.
Routine Requirements is divided into three teams to support the Pentagon, JBA, and JBAB. The Routine Requirements team will support all desktops and multi-functional devices at the Pentagon, JBA, JBAB, Alternate Sites, and Event/Conferences. Additionally, Routine Requirements handles new customer installs, small office moves, and technical refresh. Routine Requirements 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(s)/work order(s). Work with HQ software license manager to prevent unlicensed software on the network.

Certifications Required: Security + CE (IAT-level II)

Security Clearance Required: Final DOD Secret clearance (no interims)

Location: Pentagon, Arlington, VA - 100% on site

Employee Benefit Offerings:

Medical, Dental, Vision, 401(k) with Company match, 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!

Essential Job Functions:

• Perform onsite analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions.
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization's desktop computing environment.
• Responsible for supporting computer data communications systems and understanding computer networks and routing
• Planning and implementing upgrades, analyzing hardware and software solutions, and ensuring effective network operations
• Work closely with Tier III engineers and will be involved in incident management, configuration management, and network maintenance
• Support the installation and maintenance of client LAN/WAN devices
• Respond to and resolve incidents, demonstrating troubleshooting skills
• Complete assigned tasks within Service Level Objectives/Agreements (SLOs/SLAs)
• Draft and implement standard network change requests
• Provide support to Tier III network engineers for incident management and projects
• Conduct inventory and coordinate network operations, maintenance, repairs, or upgrades
• Understand layer 2 switching, including VLANs and port security
• 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:

• 5 years of experience in computer networking, which can be a combination of work history and education
• Active CompTIA Security+ certification
• Possess an active DoD Secret security clearance
• Ability to work independently and in a collaborative environment
• Familiarity with ServiceNow and/or Remedy
• Layer 1 network experience (CAT5/6, SM/MM Fiber, Serial cables, SFP)
• Experience working with Senior Leaders
• MUST BE A US CITIZEN

Preferred Qualifications:

• Strong communication skills (both verbal and written).
• Comfortable discussing technical information with users and other support personnel
• Strong problem solving and decision-making skills.
• Ability to work autonomously as well as an integral member of a team.
• Pentagon experience to include working with DISA JSP and Whitelisting

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.

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 (I-9) upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts background checks (criminal, education, prior employment and professional certifications/licensing) on all candidates post offer though PROScreening LLC.

The Air Force National Capital Regional (AFNCR) IT Services Contract also requires pre-employment drug testing and annual drug testing for all hires to work on contract with the Air Force. This is at no cost the candidate/employee