Deskside Technician (RKB) - TS/SCI Cleared

Qbe•Quantico, VA

6d•Onsite

About The Position

QBE is seeking an experienced Deskside Technician to provide Tier II end-user computing support on an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across NIPRNet, SIPRNet, and JWICS enclaves. Based onsite at Quantico, Virginia (RKB), the role supports workstations, printing, and classroom technology when issues cannot be resolved remotely. Up to 10% travel is involved. The technician independently diagnoses complex issues, determines root cause and business impact, selects resolution or escalation paths, assesses endpoint configurations against enterprise baselines and STIG requirements, and implements corrections using administrative privileges. The role also plans workstation deployments and refreshes, evaluates security impacts of changes, supports printers and classroom technology, analyzes vulnerabilities and recurring issues, and documents actions and decisions. The position requires discretion and independent judgment on matters significant to the program and its customers.

Requirements

Bachelor's degree and at least 3 years of related experience; an additional 4 years of related experience may substitute for the degree.
U.S. citizenship.
Active Top Secret clearance with SCI eligibility, favorably adjudicated T5/T5R, required to start.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation or Continuous Vetting.
Current DoD 8570/8140 IAT Level I baseline certification before performing cybersecurity-related duties; examples include CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP.
At least 3 years of desktop support, field service, or Tier II end-user support experience in an enterprise environment.
Demonstrated ability to work independently, analyze problems, select appropriate courses of action, and exercise discretion and independent judgment with limited day-to-day supervision.
Hands-on troubleshooting experience with Windows 10/11, PC and laptop hardware, peripherals, printers/MFDs, Microsoft 365, Active Directory, Group Policy, and network connectivity including TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
Experience with enterprise imaging and endpoint management tools such as MECM/SCCM, Intune, or similar, and disk encryption such as BitLocker.
Experience working tickets in an enterprise ITSM platform to SLA and documenting resolutions for knowledge reuse.
Ability to lift and move IT equipment up to 50 pounds and travel between buildings and local sites as required.
Strong customer service and communication skills with users at all levels, including senior leadership.
Ability to work onsite in Quantico, Virginia, and travel up to 10%.

Nice To Haves

Experience using ServiceNow or a comparable enterprise ITSM platform, including incident, request, knowledge, CMDB, Service Catalog, or Virtual Agent functions.
Experience working across NIPRNet, SIPRNet, and JWICS enclaves and with classified system handling procedures.
Experience supporting Department of War, DoD, or other compliance-driven Federal IT environments.
Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.
Experience supporting VDI clients, classroom or training environments, and audio-visual equipment.
Experience with mobile devices and Mobile Device Management enrollment and troubleshooting.

Responsibilities

Perform in-depth Tier II diagnostics for complex hardware, software, peripheral, printing, and network connectivity issues; identify root cause and business impact; determine resolutions and whether escalation is warranted.
Evaluate endpoint configurations, Group Policy results, user profiles, permissions, and application behavior against enterprise baselines and STIG requirements, and implement necessary corrections using administrative tools and credentials.
Plan and execute workstation deployments and hardware refreshes, including image selection, configuration, sequencing, data migration, and post-deployment encryption and security validation.
Diagnose enterprise printer and multi-function device issues, determine appropriate resolution paths, and coordinate vendor service as the Government's technical liaison.
Assess training center and classroom technology readiness and resolve faculty and student technology issues in real time.
Evaluate the security impact of configuration changes, consult NVD/CVE resources, apply appropriate vulnerability remediation, and provide artifacts supporting the endpoint POA&M.
Analyze escalation trends and recurring issues, identify permanent fixes and Tier I enablement opportunities, and create knowledge articles and standard procedures.
Analyze hardware lifecycle and inventory data and recommend refresh, redeployment, and disposition actions.
Execute the Customer-Confirmed Ticket Closure process and document decisions and actions completely.
Work assigned shifts within the 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation.