Desktop Support Technician – Tier II Kiosk Support The GES DES (Defense Enclave Services) team supports a critical digital modernization program essential to DISA and Fourth Estate Agencies. This Tier II Kiosk Support Technician position will focus on providing on-site and remote technical support during the endpoint migration of DAFA personnel to DISA. ****The personnel will be needed for approximately 90 days, which provides time for recruiting/onboarding followed by the required production support period. MES-END requires Tier 2 kiosk support beginning with the production migration waves, with onsite coverage during normal daytime business hours, Monday through Friday, for up to 60 days.***** Clearance Requirement: Active Secret clearance required prior to start (US Citizenship mandatory). Key Responsibilities: • Provide Tier II Desk Side Support, including both touch labor and remote desktop assistance for migrated endpoints. • This support effort kicks off in conjunction with Canary Testing. • Personnel must be prepared to travel within a 50-mile radius of their assigned facility to provide support. • Support will include onsite Tier 2 Desk Side services during core business hours (0800-1600 local time) for up to 60 days after DAFA personnel transition to DISA. Temporary support is needed for approximately 60-90 days. • Remote support will be provided where feasible for customers outside the three regional kiosk locations. • Support escalated Tier I issues that cannot be resolved remotely or require physical intervention. • Resolve endpoint migration and post-migration issues, including installation, configuration, and testing of desktop hardware and peripherals. • Maintain and monitor endpoint devices, applying updates, patches, and troubleshooting software/hardware issues. • Train personnel on Global Service Desk (GSD) operations to ensure smooth transition and reduce support dependency. • Ensure that services are aligned with compliance and security standards for endpoint devices. • Create and update technical documentation, including incident reports and troubleshooting guides. Technical Skills: • Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations. • Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues. • Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues. • Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support. • Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates. • Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation. • Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation. • Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests. • Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices. Preferred Skills: • Experience providing IT support in government or highly regulated environments. • Industry certifications such as CompTIA Security+, Network+, or A+. • Familiarity with Global Service Desk operations and best practices. Work Environment: • On-site presence is required at the designated locations during core business hours. • Some remote work may be required for supporting customers outside the kiosk locations. • The position involves physical intervention and may require lifting equipment up to 50 lbs. • This role provides a unique opportunity to deliver critical technical support during a significant IT transition effort, ensuring a smooth migration experience for DAFA personnel. Required Qualifications • High school diploma and 3+ years of relevant IT support experience, or equivalent combination of education and work experience. • Active Secret clearance required • Strong knowledge of Microsoft Windows operating systems, including troubleshooting OS-level issues. • Experience with Active Directory for account management and troubleshooting. • Familiarity with remote desktop tools and remote troubleshooting techniques. • Ability to troubleshoot and resolve escalated hardware and software issues for desktop and peripheral devices. • Knowledge of endpoint security tools and their deployment. • Strong communication and interpersonal skills, with a customer-focused approach. Technical Skills: • Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations. • Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues. • Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues. • Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support. • Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates. • Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation. • Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation. • Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests. • Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices. ***Must be 8570 Certified Compliant*** Desired Qualifications • Experience providing IT support in government or highly regulated environments. • Industry certifications such as CompTIA Security+, Network+, or A+. • Familiarity with Global Service Desk operations and best practices.