Deskside Administrator II

AMERICAN SYSTEMS•Arlington, VA

8d•$36 - $52•Onsite

About The Position

Join AMERICAN SYSTEMS, now including Epsilon, Inc., to be part of a dynamic, collaborative environment dedicated to innovation and customer success. As the Deskside Administrator II, you will provide on-site technical support to end users in a government enterprise environment. This role involves managing face-to-face interactions, documenting activities in the IT ticketing system, and serving as a technical resource for complex troubleshooting. You will conduct advanced troubleshooting of desktop computers, laptops, peripherals, and software, manage user accounts, perform device imaging, and collaborate with other IT teams. You will also work closely with the Help Desk Manager to deliver timely solutions to IT incidents and service requests while meeting contract SLA requirements.

Requirements

Must be a U.S. Citizen.
Must have an active Secret clearance with the ability to obtain a Top Secret with SCI eligibility or have an active Top Secret with SCI eligibility.
Will be subject to a federal background investigation.
3-4 years of experience in deskside or technical support role with interest in growing technical expertise
Must hold current 8570/8140 IAT Level II Certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
Problem-solving skills and ability to provide hands-on support under pressure
Ability to troubleshoot hardware issues (desktops, laptops, printers, peripherals) and software problems
Good verbal and written communication skills with focus on delivering excellent 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, independently addressing hardware, software and network issues at user workstations
Troubleshoot desktop and laptop hardware, operating systems (Windows), and applications (Microsoft Office, collaboration tools)
Install, configure, and maintain IT equipment including monitors, printers, peripherals, and VTC systems
Perform device imaging for desktops and laptops, ensuring proper configuration and deployment
Document and track incidents and requests in the ticketing system with accurate and timely updates
Assist users with account setups, password resets, and access management following security protocols
Provide 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 records of hardware inventory for proper asset management
Participate in training and knowledge-sharing sessions to stay current on technologies
Assist with IT setup and orientation for new employees to ensure proper equipment and onboarding
Deliver service according to established service level agreements (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 per Government defined policy