Desktop Support Technician with Security Clearance

People, Technology & Processes, LLC; Fort Knox (KY); On-site; USD 39,000 - 47,000; Full time

Job summary

People, Technology & Processes, LLC is seeking a Desktop Support Technician at Fort Knox to provide end-user IT support in a SECRET clearance environment. Responsibilities include troubleshooting hardware/software, VOIP, VDI, and ticketing workflows, with a focus on security policies and DoD standards.

The role requires strong customer service, the ability to learn GOTS apps, and experience with AESMP/ITSM ticketing systems, Windows OS, and enterprise IT support.

Qualifications

• High school diploma required.
• Valid driver's license.
• CompTIA Security+ CE or equivalent IAT Level II certification.
• 2+ years of desktop or system support experience in an enterprise IT environment.
• Familiarity with AESMP/ITSM ticketing systems and incident response.
• Knowledge of Windows Server OS and DESI standards.

Responsibilities

• Provide support for Microsoft Outlook, email users.
• Troubleshoot software and hardware issues.
• Resolve and document problems during installs and upgrades.
• Support remote access systems administration.
• Troubleshoot and install VTC systems.
• Support Nortel and Cisco VOIP desk devices.
• Handle IT service requests via AESMP/ITSM tickets.
• Provide touch labor for NIPR/SIPR desktop configurations when needed.
• Install and configure desktop software with patches and security updates.
• Resolve issues with computers, printers, and scanners.
• Support VDI implementation and local troubleshooting.
• Diagnostics for hardware and coordinate with NEC centers.
• Assist with release management and software licensing.
• Publish software/patch packages and remediate installations.
• Configure end-user systems and network devices per Army security policies.
• Support VIP users and follow up on corrective actions within two days.
• Create and update SOPs and technical documents for review.
• Provide weekly ticket activity and resolution reports.

Skills

Strong communication

Customer service

Ability to lift equipment

Education

High school diploma

Tools

AESMP/ITSM

VDI

Active Directory

Windows OS

Job description

Position Title: Desktop Support Technician Location: Fort Knox Clearance Type: SECRET Compensation: $30.55/hr. Responsibilities include (but are not limited to):

• Provide support for the Microsoft Outlook (Current Version) e-mail users.
• Provide troubleshooting support for software and hardware.
• Resolve and document problems when installing and upgrading systems and software.
• Provide support for the administration of remote access systems.
• Provide troubleshooting and installation support for Video Teleconferencing (VTC) systems.
• Provide troubleshooting and installation support for Nortel and Cisco VOIP desktop instruments.
• Receive, review, and respond to IT service requests and trouble tickets via the AESMP/ITSM ticketing system.
• Provide touch labor support for the installation, troubleshooting, patching, and software updates of NIPR/SIPR desktop systems when remote tools are unavailable.
• Install, configure, and support authorized desktop software, including security updates and vendor patches (e.g., service packs, hotfixes).
• Resolve issues with computers, printers, scanners, and other end-user hardware devices.
• Support the installation and operation of Virtual Desktop Infrastructure (VDI) and perform local troubleshooting of VDI client systems.
• Perform hardware diagnostics and coordinate with users or other NEC work centers for resolution of hardware and software malfunctions.
• Assist with release management tasks, including software licensing and deployment of new desktop configurations.
• Tailor and publish software and patch packages for distribution, validate installations, and remediate issues when necessary.
• Configure end-user systems and network devices according to Army security policies and standards.
• Support VIP users, ensuring follow-up on corrective actions within two business days.
• Create and update Standard Operating Procedures (SOPs) and technical documents for review and government approval.
• Provide weekly reports on ticket activity, resolutions, and walk-in service metrics in accordance with reporting requirements.
• Troubleshoot LAN connectivity issues, distinguish between physical and logical network problems, and adjust configurations or port allocations as needed.
• Perform tasks related to the implementation, administration, and support of Microsoft's Windows operating system, including installation, software distribution, and implementation on client systems supported by the NEC.
• Support the implementation and adjudication of Cybersecurity and security directives
• Recommend methods to improve NEC operations.
• Qualifications QUALIFICATIONS: Education and Certifications:
• High school diploma required.
• Valid Driver's License.
• CompTIA Security+ CE or equivalent IAT Level II certification (DCWF 451).
• 2+ years of desktop support or system support experience in an enterprise IT environment.
• Working knowledge of Windows operating systems, Microsoft Office, and Army Gold Master images.
• Familiarity with AESMP/ITSM ticketing systems and incident response protocols.
• Proficient in Microsoft Workstation Operating System platforms and, Microsoft Office applications current and future inventory as approved by DISA and other standard systems and software used by customers.
• Knowledge of current Windows Server operating systems and future versions that may be deployed during contract period.
• Knowledge of common desktop applications such as Adobe Acrobat, Lotus Forms, Tumbleweed, etc.; ability to quickly learn unique GOTS applications.
• Knowledge and experience communicating desktop support concepts to technical and non-technical personnel; ability to develop technical documents and produce system design documentation.
• Strong communication skills, ability to interface with customers and resolve issues professionally.
• Excellent customer service skills; project a positive image and professional manner at all times; ability to work within the confines of a set time schedule.
• Ability to lift and move IT equipment as needed for installations and troubleshooting.
• Experience supporting military NECs or DoD IT environments.
• Hands-on experience with VDI, Active Directory, patch management, and endpoint configuration.
• Knowledge of RMF compliance, STIGs, and DoD software/hardware baselines.
• Experience in high-volume desktop support environments, ideally with >2,000 support actions/month.