Desktop Support with Security Clearance

Deskside Technician - TS/SCI Clearance required. Looking for Tier II expert for end-user computing, printing, and classroom technology on an enterprise IT Customer Support Services program supporting a Department of War agency with approximately 13,000 users across NIPRNet, SIPRNet, and JWICS enclaves.

You will determine root cause and business impact, decide resolution strategy and escalation, evaluate endpoint configurations against the enterprise baseline and STIG requirements and implement corrections with administrative privileges, plan and execute workstation deployments, assess the security impact of every change, and analyze escalation trends to drive permanent fixes and Tier I enablement. You will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS AN ONSITE ROLE IN QUANTICO, VA - Hybrid. 3 days on with 2 days remote What you will do Tier II Diagnostics: Perform in-depth diagnostic analysis of complex hardware, software, peripheral, printing, and network connectivity issues escalated to Tier II, determine root cause and business impact, and independently decide the resolution strategy and whether escalation to Tier III, endpoint engineering, or vendors is warranted.

Secure Configuration: Analyze endpoint configurations, Group Policy results, user profiles, permissions, and application behavior against the enterprise baseline and STIG requirements, determine the required corrections, and implement them using administrative tools and credentials.

Deployments & Refresh: Plan and execute workstation deployments and hardware refresh activities, determining image selection, configuration options, sequencing, and data migration approach, and validating encryption and security posture after deployment.

Printers & MFDs: Evaluate enterprise printer and multi-function device issues, determine whether resolution requires print server, queue, driver, firmware, STIG, consumable, or vendor action, and coordinate vendor service as the Government's technical liaison for the device.

Classroom Readiness: Assess readiness of training center and classroom technology (student laptops, networking, audio-visual systems) before sessions, determine corrective actions, and resolve faculty and student issues in real time using independent judgment.

Cybersecurity Impact: Evaluate the security impact of every configuration change, consult NVD/CVE resources to assess relevant vulnerabilities, determine and apply appropriate remediation, and provide artifacts supporting the endpoint POA&M.

Root-Cause Prevention: Analyze escalation trends and recurring issues, identify candidates for permanent fixes or Tier I enablement, and author knowledge articles and standard procedures that change how issues are handled at lower tiers.

Lifecycle & Closure: Analyze hardware lifecycle and inventory data for assigned sites, recommend refresh, redeployment, and disposition actions, and execute the Customer-Confirmed Ticket Closure process with complete documentation of decisions and actions. Requirements Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree). Must be a U.S. Citizen. Must have an Active Top Secret Clearance with SCI eligibility (favorably adjudicated T5/T5R) to start.

Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting. Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties. Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.

Minimum of 3 years of experience in desktop support, field service, or Tier II end-user support in an enterprise environment. Strong hands-on troubleshooting skills with Windows 10/11, PC and laptop hardware, peripherals, printers/MFDs, Microsoft 365, Active Directory, Group Policy, and network connectivity (TCP/IP, DNS, DHCP, VPN, Wi-Fi). Experience with enterprise imaging and endpoint management tools such as MECM/SCCM, Intune, or similar, and with disk encryption (e.g., BitLocker).

Experience working tickets in an enterprise ITSM platform to SLA and documenting resolutions for knowledge reuse. Ability to lift and move IT equipment up to 50 pounds and to travel between buildings and local sites as required. Ability to work assigned shifts from 6:00 a.m. to 6:00 p.m. ET core schedule and participate in an after-hours on-call rotation. Strong customer service and communication skills with users at all levels, including senior leadership.

What makes you stand out Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform. Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures. Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments. Familiarity with DISA STIGs, ACAS/Nessus vulnerability scanning, and vulnerability remediation tracking through POA&Ms.

Experience supporting VDI clients, classroom/training environments, and audio-visual equipment. Experience with mobile devices and Mobile Device Management (MDM) enrollment and troubleshooting.