Desktop Support Technician with Security Clearance

People, Technology & Processes, LLC; Fort Knox (KY); On-site; USD 35,000 - 49,000; Full time

Job summary

People, Technology & Processes, LLC in Fort Knox seeks a Desktop Support Technician to provide end-user support, troubleshoot software and hardware, and manage desktop environments including VDI and secure configurations. The role requires strengthening ticketing response and adhering to Army security policies.

Responsibilities include handling Outlook, remote access, VTC, VOIP devices, patch management, and documentation.

Qualifications

• 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.

Responsibilities

• 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.

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:

Education and Certifications:

• High school diploma required.
• Valid Driver’s License.
• CompTIA Security+ CE or equivalent IAT Level II certification (DCWF 451). Knowledge and Experience:
• 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. Desired Qualifications:
• 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.