Desktop Support Specialist

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.

The Desktop Support Specialist serves as the face of the organization, delivering world-class customer service to all personnel seeking IT assistance. This role involves the installation, configuration, troubleshooting, and repair of hardware, software, and network devices. Specialists will also direct users to appropriate personnel or departments when issues fall outside their scope and manage the deployment and receipt of IT assets using assigned ticket and work order numbers.

In addition to hands-on support, Desktop Support Specialists are responsible for creating and maintaining a centralized knowledge base of technical guidance and solutions, covering network systems, software applications, hardware support, and data processing services. They utilize tools like the Remedy Action Request System to enter, track, document, coordinate, and resolve user issues, and assist in reporting network performance metrics. They also collaborate with the HQ software license manager to ensure all software on the network is properly licensed.

Primary Responsibilities:

• Provide onsite analysis, diagnosis, and resolution of complex hardware and software issues for end-users, recommending and implementing effective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices to meet established service level agreements (SLAs).
• Collaborate closely with network administrators and LAN/WAN teams to ensure seamless integration and optimal performance of desktop systems within the enterprise network.
• Manage, update, and troubleshoot end-user software applications, including Microsoft Office, VPN clients, security tools, and custom business applications.
• Serve as a primary point of contact for incoming support requests via phone, email, instant messaging, and voicemail; ensure timely and accurate issue resolution.
• Log, track, and document detailed troubleshooting steps, issue resolutions, and ticket status using IT service management tools such as ServiceNow or Remedy.
• Coordinate with third-party vendors and OEM support teams for escalated hardware and software issues when necessary.
• Diagnose and resolve issues related to Common Access Cards (CAC), CAC readers, and PKI certificates.
• Provide advanced troubleshooting for VPN connectivity, Outlook and Exchange configuration, and general network access.
• Utilize Active Directory for account creation, password resets, group membership updates, and access rights management.
• Support imaging, deployment, and replacement of user devices across the enterprise.
• Assist in the execution of IT projects, including equipment rollouts, upgrades, and migrations.

Basic Qualifications:

• High School Diploma or equivalent and a minimum of 3 years of relevant IT support experience, additional years of experience will be accepted in lieu of a degree.
• Active DoD Secret Security Clearance.
• Current CompTIA Security+ certification (DoD 8570 IAT Level II compliant).
• Hands-on experience with IT service management tools such as ServiceNow, Remedy, or similar platforms for ticket tracking, incident resolution, and service requests.
• Proven success providing customer-facing technical support in fast-paced, high-demand environments with a focus on professionalism and responsiveness.
• Working knowledge of Layer 1 networking infrastructure, including CAT5/CAT6 cabling, single-mode/multi-mode fiber, serial connections, and SFP modules.
• Solid experience supporting Windows operating systems, Microsoft Office Suite, and performing basic network connectivity troubleshooting.
• Familiarity with mobile device provisioning and management, particularly for iPhones, iPads, and related enterprise tools.
• Proficient in troubleshooting Common Access Card (CAC) authentication, DoD VPN clients, and accessing DoD networks.
• Excellent communication skills, both verbal and written, with the ability to explain technical issues in simple, user-friendly terms.
• Self-motivated and able to work independently or as part of a collaborative team to resolve complex issues and meet deadlines.
• Willing to support after-hours work, on-call rotations, or urgent technical needs as required by the mission or team.

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.

Original Posting:
June 25, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:
Pay Range $44,200.00 - $79,900.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.