Description

Key duties include delivering Tier I and Tier II desktop support for Windows 10/11, Active Directory, Microsoft Office, mobile devices, Citrix, VPN, two‑factor authentication, and both COTS and GOTS products. The specialist must respond to incidents within four hours and escalate complex issues to Tier III within 24 hours, while maintaining clear communication through remote tools, desk‑side visits, and daily status updates. Additional responsibilities involve creating and updating SOPs, leveraging the Army Enterprise Service Desk knowledge base, deploying hardware and software, managing asset inventory, evaluating new technologies, and ensuring compliance with Army security policies.

• Provide Tier I and Tier II desktop support for Windows 10/11, Active Directory, Microsoft Office Suite, iPhone and other mobile devices, Citrix, VPN, and 2‑Factor Authentication.
• Support PM LAV‑owned COTS and GOTS products as well as PC hardware and peripherals.
• Respond to IT incidents within 4 hours; escalate unresolved issues to Tier III within 24 hours.
• Coordinate resolutions via remote tools and desk‑side visits, delivering daily status updates to users and the support team.
• Create and revise Standard Operating Procedures and utilize the Army Enterprise Service Desk knowledge base to improve efficiency.
• Deploy hardware and software to meet user requests and update asset information in the inventory management database.
• Evaluate, test, and recommend new technologies and products to support the PM LAV mission before deployment.
• Adhere to Army Physical Security Program (AR 190‑13) and other applicable regulations for end‑user devices and accounts.
• Troubleshoot and resolve IT issues efficiently and independently.

Requirements

Applicants must hold a current CompTIA Security+ CE certification and have at least five years of experience providing desktop support to a minimum of 30 users. A minimum T1 NACI clearance is required, with a preference for a T3 Secret clearance, and candidates must be U.S. citizens eligible for a Secret clearance, receiving a Common Access Card upon verification.

The ideal candidate possesses strong knowledge of Microsoft Windows 11 and the Office suite, proficiency with Active Directory, Citrix, VPN, and two‑factor authentication, and hands‑on experience with PC hardware, peripherals, and mobile devices such as iPhone. They should be capable of troubleshooting issues efficiently and independently, demonstrate excellent communication and customer service skills, and be familiar with asset management and inventory database updates. An ability to evaluate and test emerging IT technologies is also essential.

• Maintain a current CompTIA Security+ CE certification.
• Possess at least five years of desktop support experience for a minimum of 30 users.
• Hold a minimum T1 NACI clearance; T3 Secret clearance preferred.
• Be a U.S. citizen with eligibility for a Secret clearance; receive a Common Access Card upon clearance verification.
• Demonstrate strong knowledge of Windows 11 operating system and Microsoft Office Suite.
• Proficient in Active Directory, Citrix, VPN, and two‑factor authentication.
• Experienced with PC hardware, peripherals, and mobile devices such as iPhone.
• Exhibit excellent communication and customer service skills.
• Familiar with asset management processes and inventory database updates.
• Ability to evaluate and test emerging IT technologies and products.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance