• Arlington, VA, USA
  • Full Time

Desktop Support -Journeyman (TS)

Clearance Level: DoD Top Secret

Desired Education: Bachelor's Degree

Travel Requirements: Less than 10%

Work Location: Arlington

Salary Ceiling: $68,120

Position Description

KaylaTek has an exciting Desktop Support Journeyman opportunity supporting the recently awarded AFNCR contract. This is a high visibility position supporting a premier Air Force contract as part of the Silver Support Team Staff. 


The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, missions to include the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.


Desktop support is responsible for providing AF Senior Officers client sight service, repair and/or installation support of existing hardware, software, network configurations and new system initiatives for all sites within area of responsibility. Duties may include providing roving site support services as well as assisting in the development and ensuring adherence to area-wide procedural/policy changes.


Primary Responsibilities:

Desktop Support is divided into three teams to support the Pentagon, JBA, and JBAB.    The Desktop Support team will support all desktops and multi-functional devices at the Pentagon, JBA, JBAB, Alternate Sites, and Event/Conferences.  Additionally, Desktop Support handles routine requirements, like new customer installs, small office moves, and technical refresh.  Desktop Support handles approximately 18,000 NIPR desktops, laptops, and tablets/iPads and iPhones; approximately 3,500-4,000 SIPR desktops; and all printers connected to the AFNCR network.  Desktop Support personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support.  Assisting with reporting network performance metrics using Remedy Action Reporting System.  Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues.  Work with HQ software license manager to prevent unlicensed software on the network. 


Responsibilities will include:  

Perform onsite analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions

Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required SLA's

Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization's desktop computing environment

Where required, administer and resolve issues with associated end-user workstation software products

Receive and respond to incoming calls, e-mails, instant messages, and voicemails

Accurately document instances of desktop equipment or component failure, repair, installation, and removal

Accurately document and update all assigned incident tickets

If necessary, liaise with third-party support and PC equipment vendors

Analyze, identify and resolve Common Access Cards and CAC Readers/PKI certificate troubleshooting

Analyze, identify, resolve VPN, outlook, and network access issues

Utilize Active Directory to manage user's accounts




Basic Qualifications:

High School diploma or equivalent and 5+ years of prior relevant experience.

Security+ CE Certification is required

Currently possess an active DoD Top Secret security clearance


Preferred Qualifications:

Strong communication skills (both verbal and written).

Comfortable discussing technical information with users and other support personnel.

Ability to quickly learn new systems and IT concepts.

Strong problem solving and decision-making skills.

Ability to work autonomously as well as an integral member of a team.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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