The IT Specialist - Desktop Support position is a non-personal services contract role responsible for providing comprehensive desktop support services for primarily Microsoft Windows-based systems at Program Manager Light Armored Vehicles (PM LAV), located at Detroit Arsenal, MI. The role involves diagnosing, troubleshooting, and resolving IT issues for approximately 70-80 end-users, ensuring a productive and secure computing environment. The IT Specialist will work both independently and collaboratively with the IT support team, bridging the gap between Tier I Service Desk and specialized support teams (Network Management, Server Operations, and Security).Key ResponsibilitiesTier I and Tier II Support: Provide desktop support for:
- Microsoft operating systems (Windows 10, Windows 11)
- Active Directory
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Access, Visio, Project, Teams, OneDrive)
- iPhone and other mobile devices
- Citrix
- Virtual Private Network (VPN) and 2-Factor Authentication
- PM LAV-owned or managed Commercial Off-The-Shelf (COTS) and Government Off-The-Shelf (GOTS) products
- Personal Computer (PC) hardware and peripherals
Incident & Request Management: Respond to and resolve IT incidents within 4 hours; escalate complex issues to Tier III technicians within 24 hours if resolution is beyond Tier II scope.
Communication and Teamwork: Coordinate with users via remote tools and desk-side visits to ensure timely resolution and positive customer service interactions. Provide daily status updates on open issues to ensure transparency with the IT support team and end-users. Maintain a supportive and professional demeanor.
Documentation & Process Improvement: Create and revise Standard Operating Procedures (SOPs) to reflect changes in IT products and services. Utilize the Army Enterprise Service Desk knowledge base to enhance problem resolution and improve efficiency.
Deployment & Asset Management: Deploy hardware and software to fulfill user requests and update asset management information in the inventory management database, including user location changes and hardware/software replacements.
Technology Evaluation and Implementation: Evaluate and test new technologies, products, and services to support the PM LAV mission prior to deployment.
Compliance: Adhere to all applicable policies and procedures to support end-user devices and accounts, ensuring compliance with the Army Physical Security Program (AR 190-13) and other relevant regulations
Requirements
Certification: Current CompTIA Security+ CE Certification (required).
Experience: Minimum of five (5) years as an IT Specialist providing desktop support to at least 30 users.
Security Clearance: Minimum of a T1 NACI. T3 Secret preferred.
A Common Access Card (CAC) will be issued upon clearance verification.
Skills:- Strong knowledge of Microsoft Windows 11 operating systems and Microsoft Office Suite.
- Proficiency in Active Directory, Citrix, VPN, and 2-Factor Authentication.
- Experience with PC hardware, peripherals, and mobile devices (e.g., iPhone).
- Ability to troubleshoot and resolve IT issues efficiently and independently.
- Excellent communication and customer service skills.
- Familiarity with asset management and inventory database updates.
- Ability to evaluate and test new IT technologies and products.
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