Desktop Support Technician Level II

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 #LI-MM1 #LI-ONSITE