DoD Desktop Support Lead | Secret Clearance & Tier 2

TekSynap

Washington (District of Columbia)

On-site

USD 75,000 - 95,000

Full time

2 days ago

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Benefits offered by this job

Health benefits

Dental insurance

Vision insurance

401(k)

Job summary

TekSynap is seeking a Desktop Support lead for the AFNCR IT Services program in the JBAB/DC area. The role supports Headquarters Air Force and AFNCR operations, delivering IT operations and desktop support for thousands of users.

The position requires an active DoD Secret clearance and an IAT II certification, with at least 5 years of experience in PC operations, networking, and field ops. TekSynap offers competitive benefits and growth opportunities.

Qualifications

Active DoD Secret clearance.
Active DoD 8570 IAT II certification (e.g., Security+).
5 years of experience including 3+ years in PC operations, networking, and field ops.
Experience in client/server environments and information systems.
Strong verbal and written communication and customer service.

Responsibilities

Provide phone and in-person support for email, directories, Windows apps, and contract-specific apps.
Serve as Tier 2 point of contact for hardware/software PC and printer issues.
Manage a queue of incidents and requests, prioritizing by impact and urgency.
Oversee teams delivering core IT functions, including desktop support and device management for 3,000+ users.
Guide a team of eight IT professionals to meet service levels and excellence in customer service.
Apply troubleshooting to restore desktops, laptops, network services, and printers in production.
Escalate unresolved issues to Operations Manager and Site Lead as needed.
Operate independently on complex tasks and collaborate with IT peers.
Maintain a rigorous security process for classified assets across field ops teams.
Coordinate desktops/laptops timelines for network connection.
Audit tickets and train team on notes and program requirements.
Develop SOPs for tech refresh and desktop support; interface with program teams.
Coordinate large office standups with customer on timelines and asset counts.