Desktop Support Analyst with Security Clearance

Desktop Support Analyst II - Leidos AFNCR Position Title: Desktop Support Analyst II
Requisition: REQ-200272
Prime Contractor: Leidos
Project: AFNCR ITS (Air Force National Capital Region Information Technology Services)
Period of Performance (PoP): 09/01/2024 - 08/31/2029
Clearance: Active DoD Secret Required
Location: Joint Base Andrews (JBA), MD
Remote: Full-Time Onsite (Ad-Hoc Telework Permitted)
Schedule: Day Shift - Exact Hours TBD Key Skills

• Desktop Support / Windows Troubleshooting - Hands-on Tier 2 troubleshooting of Windows operating systems, desktop applications, PCs, peripherals, and printers.
• Incident & Ticket Management - Experience managing, prioritizing, and resolving service tickets based on impact, urgency, and established service requirements.
• End-User Support / Field Operations - Strong customer service skills supporting users in person and over the phone, including email, network connectivity, and desktop applications. Full Job Description Agensys Corporation is seeking a Desktop Support Analyst II to support the Leidos Air Force National Capital Region Information Technology Services (AFNCR ITS) program at Joint Base Andrews, Maryland. The selected candidate will provide Tier 2 technical support to government personnel, troubleshooting desktop hardware, software, printers, email, and standard Windows applications. This position requires strong technical troubleshooting skills, excellent customer service, and the ability to manage multiple support requests in a fast-paced DoD environment. Responsibilities
• Provide Tier 2 desktop support to end users through phone and in-person interactions.
• Diagnose and resolve hardware, software, operating system, and printer issues.
• Support Windows desktop applications, email systems, directories, and related enterprise applications.
• Troubleshoot PC connectivity and common networking issues.
• Manage a queue of incident and service request tickets, prioritizing based on business impact and urgency.
• Restore service and resolve technical issues within established performance requirements.
• Assist users with desktop configurations, software functionality, and general IT support requests.
• Coordinate with other technical teams when issues require escalation.
• Maintain accurate documentation of troubleshooting activities and resolutions.
• Deliver professional, responsive customer service to government personnel. Required Qualifications
• Active DoD Secret clearance.
• Minimum of 5 years of general IT experience, including at least 3 years of specialized desktop support or related field operations experience.
• Experience supporting Windows operating systems and standard desktop applications.
• Hands-on troubleshooting experience with PCs, printers, and desktop hardware/software.
• Working knowledge of networking concepts and email standards.
• Experience providing technical assistance to end users in a field operations or enterprise IT environment.
• Ability to manage and prioritize multiple incident and service requests.
• Strong written and verbal communication skills.
• Demonstrated commitment to customer service. Education & Experience Candidates must meet one of the following combinations: 1 - Associate Degree / Certificate
• Associate degree in an applicable discipline or accredited technical training certificate.
• 5 years of general experience, including 3 years of specialized experience. 2 - Bachelor's Degree
• Bachelor's degree in an applicable discipline.
• 4 years of general experience, including 2 years of specialized experience. 3 - No Degree
• 8 years of general experience, including 6 years of specialized experience.
• Applicable disciplines include computer science, information technology, engineering, software development, mathematics, business, and other fields identified in the contract's education requirements.

Preferred Qualifications

• Previous experience supporting DoD or federal government users.
• Experience working in a large enterprise desktop support environment.
• Familiarity with IT service management and ticketing systems.
• Experience troubleshooting network connectivity, email, and user-access issues.
• Previous experience providing onsite field support in a military installation environment.

Work Environment This position is based at Joint Base Andrews, Maryland, supporting the AFNCR ITS program. The role requires full-time onsite availability, with ad-hoc telework permitted when authorized. Candidates must be comfortable providing direct technical support to government personnel and working collaboratively with other IT support teams.