Desktop Support Technician with Security Clearance

Desktop Support Technician / IT Support Specialist Location: Rock Island Arsenal, IL
Clearance Requirement: Must be able to obtain and maintain a Secret Clearance (Interim Secret required prior to start)
Certification Requirement: Security+ certification required prior to employment (DoD 8570 IAT Level I) Professional Summary
Experienced IT Support and Desktop Support professional with expertise providing face-to-face technical support for both classified (SIPR) and unclassified (NIPR) environments. Skilled in troubleshooting hardware, software, mobile devices, and enterprise systems while delivering exceptional customer service to end users, executives, and VIP personnel. Proven ability to manage desktop deployments, imaging, asset accountability, device lifecycle management, and compliance with Department of Defense security requirements. Adept at working independently in high-pressure environments while maintaining strict security protocols and supporting both onsite and remote users worldwide. Key Qualifications Face-to-face desktop support and end-user technical assistance
Advanced hardware and software troubleshooting
Strong customer service and VIP support experience
Microsoft Windows 10/11 administration and support
Active Directory user and device management
Microsoft Office 365 and Office Applications support
Mobile device provisioning, activation, and lifecycle management
Desktop imaging, deployment, and equipment relocation
NIPR and SIPR workstation support
Asset inventory management and equipment accountability
VPN, OneDrive, Teams, and Outlook configuration and support
Security compliance, patch management, and IAVA remediation
Remote user support and equipment shipment coordination
Technical documentation, training materials, and process development Professional Experience Provided above-baseline desktop and mobile device support for government personnel in both classified and unclassified network environments.
Delivered technical support for desktops, laptops, mobile devices, docking stations, monitors, KVM switches, scanners, printers, and specialized mission systems.
Diagnosed and resolved complex hardware, software, networking, and operating system issues, escalating incidents when necessary to ensure timely resolution.
Supported VIP and executive-level customers while maintaining professionalism and exceptional customer satisfaction.
Managed hardware assets and maintained accurate inventory records, equipment accountability, and device lifecycle tracking.
Performed desktop imaging, workstation deployments, equipment relocations, and user onboarding/offboarding activities.
Applied security patches and updates in compliance with Information Assurance Vulnerability Alerts (IAVAs) and organizational security requirements.
Configured and supported Microsoft Office applications, Outlook, OneDrive, Teams, VPN connectivity, and collaboration tools.
Assisted remote and telework users by troubleshooting technical issues and coordinating shipment of IT equipment worldwide.
Collected and processed equipment turn-ins, including documentation, storage media destruction, and disposal procedures.
Developed technical procedures, user guides, and training materials to improve operational efficiency and end-user adoption.
Coordinated activation, suspension, and deactivation of mobile device services and managed related hardware/software updates.
Supported unique and specialized systems including Janus systems, external storage devices, x-ray viewers, Eubank scanners, handheld scanners, photo printers, and other mission-critical peripherals.
Installed and configured KVM solutions supporting dual-network (NIPR/SIPR) environments and secure communications equipment.
Maintained compliance with government security policies and safeguards for sensitive systems and information.
Worked independently while coordinating with project managers, government stakeholders, and cross-functional technical teams to achieve mission objectives. Technical Skills
Operating Systems Windows 10
Windows 11 Enterprise Technologies Active Directory
Microsoft Office 365
Outlook
Teams
OneDrive
VPN Technologies Desktop & Hardware Support Desktop Imaging
Hardware Deployment
Device Relocation
Mobile Device Support
Printer Support
Docking Stations
KVM Switches
Monitor Configuration
Asset Management Security & Compliance Security+
DoD 8570 Compliance
Secret Clearance Eligible
IAVA Compliance
Secure Device Management
Information Security Procedures Core Competencies Customer Service Excellence
Technical Troubleshooting
Incident Resolution
Problem Analysis
Communication Skills
Inventory Control
Process Improvement
Team Collaboration
Time Management
Documentation
Attention to Detail
Security Awareness