Duties/Responsibilities: Provide comprehensive end-user support while managing and securing PC hardware and software in classified environments. Your primary responsibilities will include troubleshooting, tracking, and resolving technical issues for end-user devices, ensuring operational readiness and adherence to cybersecurity standards.

• Provide Tier I and Tier II support to troubleshoot and resolve hardware, software, and connectivity issues for end-user devices, including desktops, laptops, and other peripherals.
• Develop and deploy standardized client images for desktops and laptops using tools such as Microsoft Deployment Toolkit (MDT) and SCCM Operating System Deployment (OSD).
• Track, document, and manage support requests through an IT Service Management (ITSM) system, ensuring timely resolution and excellent customer service.
• Collaborate with cross-functional teams to address and resolve escalated issues, coordinating with network, server, and storage teams as necessary.
• Maintain a detailed inventory of end-user devices and ensure proper configuration, patching, and compliance with security policies.
• Support secure access to classified networks and systems, ensuring compliance with NIST RMF and DoD cybersecurity standards.
• Diagnose and troubleshoot connectivity issues for local and remote users, including issues related to Wi-Fi and other network configurations.
• Provide training and technical assistance to end-users to improve system usage and operational efficiency.
• Document troubleshooting procedures, create knowledge base articles, and contribute to standardization of end-user support practices.
• Participate in incident, problem, and change management activities to minimize disruptions and maintain high availability of IT services.

Minimum/General Experience: This position requires 3+ years specialized experience.

• Experience deploying and supporting operating system images and applications in secure or classified environments.

• Strong analytical and problem-solving skills, with the ability to resolve issues efficiently and effectively.

• Familiarity with DoD cybersecurity standards, including Commercial Solutions for Classified (CSfC) policies.

Functional Responsibilities: Applies technical expertise to provide direct end-user support and manage client systems in classified environments. Diagnoses and resolves complex technical issues, ensures compliance with cybersecurity protocols, and maintains operational readiness of end-user devices. Works collaboratively with cross-functional teams to support secure and efficient IT operations.

Minimum Education: A Associate’s degree from an accredited college or university with a curriculum or major field of study which is closely related to the work to be automated, and/or in a computer science, information system, a physical science, engineering or a mathematics-intensive discipline.

Education and experience requirements may be substituted with:

1. A Master’s Degree (in subjects described above) and four years of relevant experience.

2. No degree and ten years of directly applicable experience.

3. An applicable certificate of training with two years undergraduate work can be considered equivalent to a Bachelor’s degree.

Certifications:

• DoD 8140/8570.01M IAT Level II Certification

• Certifications: Microsoft Certified Windows Server Hybrid Administrator Associate, MCSE Core Infrastructure, AZ-104, VMWare VCTA/VCP, VMWare VSphere

Additional Requirements: For Germany and positions, candidate must meet TESA requirements as follows:

Germany:

• A Bachelor’s Degree and three (3) years of recent specialized experience; or

• Associates Degree and seven (7) years of recent specialized experience; or

• No degree and 11 years or recent specialized experience.

Security Clearance required: Secret

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