Deskside Technician (RKB) - TS/SCI Cleared

QBE Global LLC•Quantico, VA

8d•$80,000 - $95,000•Onsite

About The Position

QBE is seeking an experienced Deskside Technician to provide Tier II end-user computing, printing, and classroom technology 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. The role handles issues that cannot be resolved remotely by the Service Desk, independently analyzes situations, determines appropriate actions, and exercises discretion on matters significant to the program and its customers. This is an onsite position in Quantico, Virginia (RKB), with up to 10% travel. The assigned core schedule is between 6:00 a.m. and 6:00 p.m. ET, with participation in an after-hours on-call rotation. The projected compensation range is $80,000 to $95,000. The position requires an active Top Secret clearance with SCI eligibility to start.

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, such as CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP, before performing cybersecurity-related duties; certification must be maintained.
At least 3 years of desktop support, field service, or Tier II end-user support experience in an enterprise environment.
Ability to work independently, analyze problems, determine an appropriate course 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 using an enterprise ITSM platform to work tickets to SLA and document resolutions for knowledge reuse.
Ability to lift and move IT equipment weighing up to 50 pounds and travel between buildings and local sites as required.
Ability to 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.
Strong customer service and communication skills with users at all levels, including senior leadership.

Nice To Haves

Experience using ServiceNow or a comparable enterprise ITSM platform, including incident, request, knowledge, CMDB, Service Catalog, or Virtual Agent functions.
Experience supporting multiple security enclaves such as NIPRNet, SIPRNet, and JWICS, and familiarity 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 of complex hardware, software, peripheral, printing, and network-connectivity issues; determine root cause and business impact; choose a resolution strategy and decide whether escalation is warranted.
Analyze 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 and configuration choices, sequencing, data migration, and post-deployment validation of encryption and security posture.
Assess enterprise printer and multifunction-device issues, determine the required print server, queue, driver, firmware, STIG, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison.
Assess training-center and classroom technology readiness, determine corrective actions, and resolve faculty and student issues in real time.
Evaluate the security impact of configuration changes, consult NVD/CVE resources, determine and apply remediation, and provide artifacts supporting endpoint POA&Ms.
Analyze escalation trends and recurring issues, identify permanent-fix and Tier I enablement opportunities, and author knowledge articles and standard procedures.
Analyze hardware lifecycle and inventory data for assigned sites; recommend refresh, redeployment, and disposition actions; and execute the Customer-Confirmed Ticket Closure process with complete documentation.
Travel between buildings and local sites as required and participate in an after-hours on-call rotation.