Provide senior-level desktop and endpoint support for HQ SDDC users
Configure, support, and troubleshoot desktops, laptops, email, printers, portable electronic devices, desktop VTC equipment, and peripherals
Support senior leader and VIP users, including pre-travel device checks and rapid-response issue resolution
Coordinate communications and computer support requirements across C4 support functions
Troubleshoot hardware, software, user access, network connectivity, and endpoint performance issues
Support workstation imaging, deployment, refresh, and replacement activities
Provide escalation support to intermediate help desk and desktop technicians
Monitor and report planned, unplanned, and potential outages affecting end users
Support STIG, patching, vulnerability remediation, documentation, and baseline compliance activities
Create and maintain SOPs, troubleshooting guides, and knowledge articles
Provide on-call support as required for mission-critical senior leader or operational support needs

Minimum 8 years of experience providing desktop, endpoint, help desk, or enterprise IT support
Experience supporting senior executives, military leaders, or VIP customers preferred
Experience supporting DoD or federal IT environments, including NIPR/SIPR and CAC-enabled systems
Experience with Windows endpoint administration, workstation imaging, patching, and peripheral troubleshooting
Advanced knowledge of desktop support, endpoint lifecycle management, baseline configuration, and user device troubleshooting
Familiarity with DoD cybersecurity practices, STIGs, IAVA/IAVM compliance, and patch management
Ability to coordinate across help desk, network, systems, cybersecurity, and AV/VTC support teams
Must hold an active Secret clearance
High School Diploma required
Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or related discipline preferred
DoD 8140 / 8570 certification as required by final labor category mapping. CompTIA Security+, A+, Network+, Microsoft, ITIL Foundation, or HDI certification preferred.

Senior Desktop Support Specialist

Key skills