Desktop Support Specialist
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About The Position
The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment. The Desktop Support Specialist serves as the face of the organization, delivering world-class customer service to all personnel seeking IT assistance. This role involves the installation, configuration, troubleshooting, and repair of hardware, software, and network devices. Specialists will also direct users to appropriate personnel or departments when issues fall outside their scope and manage the deployment and receipt of IT assets using assigned ticket and work order numbers. In addition to hands-on support, Desktop Support Specialists are responsible for creating and maintaining a centralized knowledge base of technical guidance and solutions, covering network systems, software applications, hardware support, and data processing services. They utilize tools like the Remedy Action Request System to enter, track, document, coordinate, and resolve user issues, and assist in reporting network performance metrics. They also collaborate with the HQ software license manager to ensure all software on the network is properly licensed.
