Desktop Support Specialist - Intermediate

Overview

DecisionPoint seeks an Intermediate Desktop Support Specialist to provide onsite customer support for Global Information Technology Support Services supporting the Military Surface Deployment and Distribution Command (SDDC) Deputy Chief of Staff for Information Management (G6). This position supports SDDC Office Information System users across NIPR and SIPR environments at HQ SDDC, Scott Air Force Base, Illinois. 

The Desktop Support Specialist will provide Tier II desktop support, workstation imaging, hardware/software troubleshooting, peripheral support, ticket resolution, and customer service support. This role requires experience supporting DoD users in a secure IT environment, maintaining approved baseline configurations, supporting patching and workstation upgrades, and documenting issue resolution. 

This position is located at HQ SDDC, Scott Air Force Base, Illinois. 

Note: By applying to this position, you acknowledge and consent to having your resume included in an active competitive government contract bid. 

Duties & Responsibilities

The Intermediate Desktop Support Specialist will: 

• Provide onsite Tier II desktop support for SDDC users across NIPR and SIPR environments.  

• Troubleshoot, diagnose, and resolve workstation, laptop, peripheral, printer, and software issues.  

• Perform workstation imaging, setup, installation, replacement, and lifecycle support.  

• Support approved baseline configurations for Government-owned desktops, laptops, and related equipment.  

• Create, update, route, monitor, and close customer support incidents and service requests in the Government-provided ticketing system.  

• Provide remote desktop administration and telephone-based technical support when required.  

• Support vulnerability patching, software updates, and hardware/software upgrades.  

• Conduct or support STIG-related activities within the desktop support area of responsibility.  

• Maintain documentation, knowledge base entries, and standard operating procedures for common support issues.  

• Coordinate with systems administrators, network administrators, cybersecurity staff, and Government leads to resolve escalated issues.  

• Support operational IT requirements for meetings, conferences, and mission events.  

• Maintain courteous, professional, and mission-focused customer service at all times.  

Qualifications

Clearance Requirement: 

• Must hold an active Secret clearance. 

• Must be eligible to obtain and maintain required Common Access Card (CAC), facility access, system access, and Government network access. 

Education: 

• High School Diploma required.
• Associate degree in Information Technology, Computer Science, Cybersecurity, or related discipline preferred.  

Experience: 

• Minimum 5 years of experience providing desktop support, help desk support, or endpoint support in an enterprise IT environment.  

• Experience supporting Windows desktops/laptops, Microsoft Office/365, printers, peripherals, imaging tools, and remote support tools.  

• Experience working in DoD, Army, USTRANSCOM, or other federal IT environments preferred.  

• Experience using AESD, Remedy, ServiceNow, or equivalent ticketing systems preferred.  

• Experience supporting NIPR/SIPR users, CAC-enabled systems, and secure facility environments preferred.  

Technical Knowledge: 

• Knowledge of desktop imaging, workstation configuration, endpoint troubleshooting, and customer support processes.  

• Familiarity with DISA STIGs, IAVA/IAVM compliance, patch management, and approved baseline configurations.  

• Understanding of Active Directory account basics, group membership, permissions, and endpoint access support.  

• Ability to support hardware/software refresh, peripheral replacement, and user device troubleshooting.  

Certifications (Preferred): 

• DoD 8140 / 8570 baseline certification, as required by final labor category mapping.  

• CompTIA Security+, A+, Network+, HDI, ITIL Foundation, Microsoft, or equivalent certification preferred.  

Skills: 

• Strong customer service, communication, and troubleshooting skills.  

• Ability to support mission users in a fast-paced, onsite DoD environment.  

• Strong documentation and ticket management discipline.  

• Ability to work with technical teams across desktop, network, systems, cyber, and AV/VTC support areas. 

Our Equal Employment Opportunity Policy

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.