Deskside Administrator II (JSF)

American Systems•Patuxent River, MD

2d•Onsite

About The Position

The Deskside Administrator II provides on-site technical support to end users in a government enterprise environment. The role handles face-to-face user interactions, documents work in the IT ticketing system, and serves as a technical resource for complex troubleshooting. It involves support for desktop computers, laptops, peripherals, software, user accounts, and device imaging, in coordination with other IT teams and the Help Desk Manager. The administrator is expected to deliver timely solutions to incidents and service requests in accordance with contract service-level requirements. The position also supports hardware inventory management, new-employee IT setup and orientation, training and knowledge sharing, and routine audits and inspections of COMSEC and classified-materials assets. Duties include distributing and destroying classified materials according to Government-defined policy. The role mentors Deskside Administrator I staff and may escalate complex issues to other IT teams.

Requirements

Must be a U.S. Citizen.
Must have an active Secret clearance with the ability to obtain Top Secret with SCI eligibility, or an active Top Secret clearance with SCI eligibility; subject to a federal background investigation.
3–4 years of experience in a deskside or technical support role.
Must hold a current 8570/8140 IAT Level II certification: CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP.
Problem-solving skills and ability to provide hands-on support under pressure.
Ability to troubleshoot hardware issues involving desktops, laptops, printers, and peripherals, as well as software problems.
Good verbal and written communication skills, with a focus on customer service.
Familiarity with IT service management tools and remote support technologies.
Experience working in a team environment, with willingness to learn and adapt.

Responsibilities

Provide on-site technical support and independently address hardware, software, and network issues at user workstations.
Troubleshoot desktop and laptop hardware, Windows operating systems, and applications including Microsoft Office and collaboration tools.
Install, configure, and maintain monitors, printers, peripherals, VTC systems, and other IT equipment.
Image desktop and laptop devices and ensure their proper configuration and deployment.
Document and track incidents and service requests in the ticketing system with accurate, timely updates.
Assist users with account setup, password resets, and access management in accordance with security protocols.
Perform basic Active Directory user-account administration and group-membership management.
Collaborate with IT teams and escalate complex issues as needed for timely resolution.
Mentor and provide technical guidance to Deskside Administrator I staff.
Maintain accurate hardware-inventory records for asset management.
Participate in training and knowledge-sharing sessions to stay current on technologies.
Assist with IT setup and orientation for new employees.
Deliver service according to established SLAs and performance metrics.
Assist with routine audits and inspections of COMSEC and classified-materials assets.
Participate in the distribution and destruction of classified materials according to Government-defined policy.