Walkup Help Desk Desktop Specialist

Leidos•Arlington, VA

4d•$52,000 - $94,000•Onsite

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. Walkup Help Desk Desktop Specialist is responsible for being the face of the organization and providing world-class customer service to all personnel seeking assistance. They will attempt to repair, install, and configure; hardware, software, and network devices. Walkup Help Desk Desktop Specialist will direct customers to personnel and offices outside their area of responsibility and deploy and receive assets with ticket and work order numbers. Walkup Help Desk Desktop Specialist are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support. Assisting with reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues. Work with HQ software license manager to prevent unlicensed software on the network. Additionally, they will provide non-secure and secure mobile device capability and support by coordinating with the Mobility Service Lead and customers within the AFNCR. They will work with the government and provide billing support and processing to the 844th Communications Group, 844th Communications squadron, and the Unit Resource Advisor’s (URA).

Requirements

High School Diploma or equivalent and a minimum of 5 years of relevant IT support experience, additional years of experience will be accepted in lieu of a degree.
Active DoD Secret Security Clearance.
Current CompTIA Security+ certification (DoD 8570 IAT Level II compliant).
Hands-on experience with ServiceNow, Remedy, or similar ITSM platforms.
Proven experience delivering customer-facing support in a professional, high-paced environment.
Working knowledge of Layer 1 networking components (CAT5/CAT6 cabling, single-mode/multi-mode fiber, serial connections, SFP modules).
Experience supporting Windows OS, Microsoft Office, and basic network troubleshooting.
Familiarity with mobile device provisioning and management (e.g., iPhones, iPads).
Experience troubleshooting and supporting CAC authentication, DoD-approved VPN clients, and DoD networks.
Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
Ability to work independently and within a team to resolve issues and complete tasks.
Willingness to support occasional after-hours work and participate in an on-call rotation, if needed.

Nice To Haves

Strong communication skills (both verbal and written).
Comfortable discussing technical information with users and other support personnel.
Ability to quickly learn new systems and IT concepts.
Strong problem solving and decision-making skills.
Ability to work autonomously as well as an integral member of a team.

Responsibilities

Provide onsite analysis, diagnosis, and resolution of complex hardware and software issues for end-users, recommending and implementing effective solutions.
Install, configure, test, maintain, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices to meet established service level agreements (SLAs).
Support over 1,800 mobile devices within the Pentagon, ensuring seamless support and service delivery.
Oversee the migration, configuration, and distribution of mobile devices as part of the organization's transition to Microsoft Intune mobile device management (MDM).
Analyze technical data and user-reported issues to troubleshoot and resolve hardware and software problems on iOS and Android platforms.
Coordinate with multiple Air Force National Capital Region (AFNCR) offices to address billing inquiries, manage device lifecycles, and support evolving mobile device requirements.
Manage, update, and troubleshoot end-user software applications, including Microsoft Office, VPN clients, security tools, and custom business applications.
Serve as a point of contact for incoming support requests via phone, email, instant messaging, and voicemail; ensure timely and accurate issue resolution.
Coordinate with third-party vendors and OEM support teams for escalated hardware and software issues when necessary.
Diagnose and resolve issues related to Common Access Cards (CAC), CAC readers, and PKI certificates.
Utilize Active Directory for account creation, password resets, group membership updates, and access rights management.
Support imaging, deployment, and replacement of user devices across the enterprise.