Desktop Support Specialist
About The Position
RIVA Solutions is seeking a Deskside Support Specialist to provide Tier 2/3 technical support and system administration for NTIA users under the ISCOM contract. This mid-level position combines advanced end-user support with hands-on system administration responsibilities across both on-premises and cloud environments. The Deskside Support Specialist will troubleshoot escalated incidents, manage endpoint systems, assist with user account administration, and help maintain infrastructure supporting NTIA’s secure network environment. This individual will collaborate closely with the IT operations and cybersecurity teams to ensure user systems, applications, and services remain stable, secure, and aligned with NTIA’s IT policies and mission objectives.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related field OR equivalent combination of education and experience.
- Minimum of 3 years of progressive IT experience providing Tier 2/3 deskside or systems support.
- U.S. Citizenship required.
- Active Secret clearance.
- Proficiency in Windows and macOS operating systems, including imaging, deployment, and troubleshooting.
- Experience supporting users and systems in enterprise and/or federal environments.
- Familiarity with on-premises Active Directory and cloud identity services such as Azure AD.
- Strong understanding of networking fundamentals and endpoint connectivity troubleshooting.
- Working knowledge of endpoint and system management tools such as MECM, Intune, or Jamf.
- Ability to manage multiple tasks and priorities while maintaining attention to detail.
- Excellent communication and interpersonal skills.
Nice To Haves
- CompTIA certifications such as A+, Network+, or Security+.
- Microsoft certifications (e.g., MD-100: Windows Client, MCSA, or Azure Administrator Associate).
- Experience supporting cloud platforms such as Microsoft 365, Azure, or AWS.
- Familiarity with PowerShell scripting or basic automation to streamline support tasks.
- Understanding of ITIL service management principles.
- Experience in a federal or highly regulated IT environment.
Responsibilities
- Provide Tier 2/3 technical support for end users, resolving complex hardware, software, and network-related issues.
- Perform system administration tasks for both on-premises and cloud-based systems, including account provisioning, group policy management, and permissions updates.
- Support the installation, configuration, and maintenance of Windows and macOS workstations, ensuring systems remain patched and compliant.
- Troubleshoot and resolve escalated service tickets related to authentication, performance, and connectivity issues.
- Manage and track service requests using enterprise IT service management (ITSM) tools such as ServiceNow, Remedy, or Jira.
- Assist with endpoint management, software deployment, and system imaging through enterprise tools (e.g., MECM, Intune, or Jamf).
- Collaborate with network and systems administrators to support infrastructure-related incidents and service restoration efforts.
- Monitor and maintain endpoint and system health using standard performance and security monitoring tools.
- Support cloud-based user services such as Microsoft 365, Azure Active Directory, and SharePoint Online.
- Document procedures, technical fixes, and lessons learned to enhance team efficiency and knowledge sharing.
- Participate in after-hours or emergency response rotations as needed.
- Deliver exceptional customer service and represent RIVA Solutions with professionalism and accountability.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
