Desktop Support Specialist - Secret Cleared

Position Title: Desktop Support Specialist – AFNCR IT Services
Location: Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and Alternate Sites
Security Clearance Required: Active DoD Secret Clearance
Certification Required: Security+ CE

Program Overview

The Air Force National Capital Region (AFNCR) IT Services program provides essential IT support for critical missions at the Pentagon, JBA, JBAB, and other locations. It supports information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), the Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and additional Air Force components.

The Desktop Support Specialist is responsible for delivering high-quality, responsive IT service for senior leadership and end users. This includes installation, maintenance, and troubleshooting of desktops, laptops, printers, and mobile devices. The role also supports special events, office moves, and ongoing technical refreshes.

Key Responsibilities

• Provide on-site troubleshooting, diagnosis, and issue resolution for hardware and software problems.
• Install, configure, and maintain end-user workstations and related equipment.
• Respond to user requests via phone, email, IM, or voicemail in a timely and professional manner.
• Document incidents, installations, repairs, and updates in Remedy.
• Collaborate with network administrators and LAN technicians to maintain system stability.
• Manage user accounts in Active Directory.
• Address and resolve issues related to CAC/PKI, VPN, Outlook, and general network access.
• Liaise with third-party vendors when necessary for hardware or software support.
• Maintain a central knowledgebase for technical solutions and procedural documentation.
• Support approximately 18,000 NIPR systems and 3,500–4,000 SIPR systems across AFNCR sites.
• Ensure compliance with software licensing standards.

Basic Qualifications

• High school diploma or equivalent and 5+ years of relevant IT support experience
• Security+ CE certification (required)
• Active DoD Secret security clearance

Preferred Qualifications

• Excellent communication skills (written and verbal)
• Ability to explain technical issues clearly to non-technical users
• Strong diagnostic and problem-solving skills
• Experience working independently and as part of a collaborative team
• Comfort supporting senior government officials and VIP users
• Familiarity with Remedy and/or ServiceNow