Desktop Support Specialist

Sharp Solutions Inc•Washington, DC

12d

About The Position

The Desktop Support Specialist provides Tier 1 and Tier 2 end-user support for an DOL system under the Operations & Maintenance (O&M) contract. This role is responsible for ensuring reliable desktop, laptop, and peripheral support services in compliance with federal IT security, configuration management, and service desk standards. The position supports mission-critical system users, ensures minimal downtime, and maintains alignment with federal cybersecurity policies and enterprise IT service management processes.

Requirements

3+ years of experience providing desktop support in an enterprise environment.
Experience supporting Windows 10/11 environments.
Familiarity with Microsoft Active Directory for account support.
Experience with ticketing systems and ITIL-based service delivery.
Strong troubleshooting and customer service skills.
Ability to work in a federal environment with structured processes.

Nice To Haves

Experience supporting Department of Labor systems or federal civilian agencies.
Familiarity with identity management and access control processes.
CompTIA A+, Network+, or Security+ certification.
Experience supporting cloud-connected environments (AWS/Azure hybrid environments).
Understanding of cybersecurity compliance requirements.

Responsibilities

Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
Troubleshoot hardware, software, VPN, remote access, and account access issues.
Support Microsoft Windows desktop environments and standard federal productivity suites.
Provide hands-on support for new equipment setup, imaging, and deployment.
Assist users with access issues, browser compatibility, and application-related troubleshooting.
Escalate application-level defects to development or infrastructure teams.
Coordinate with system administrators to resolve user provisioning issues.
Log, track, and resolve incidents and service requests in the enterprise ticketing system (e.g., ServiceNow, Remedy, or equivalent).
Meet established Service Level Agreements (SLAs).
Provide clear documentation of issue resolution steps.
Ensure compliance with federal security requirements (FISMA, agency-specific policies).
Support account management activities including password resets and access verification.
Assist with asset management and inventory tracking.
Follow change management and configuration management procedures.
Participate in patch validation and post-deployment user support.
Support workstation compliance efforts.
Assist during audits, ATO support activities, and security reviews.