Dedicated IT Support Technician

Responsibilities

• Provide Tier II/Tier III technical support for standalone (non-ELA) kiosks and workstation systems, performing lifecycle management, troubleshooting, Operations & Maintenance (O&M) rebuilds, system reimaging, and restoration activities to ensure operational readiness.
• Perform Windows 11 operating system upgrades, monthly OS patching, security updates, vulnerability remediation, and system hardening to maintain secure, compliant, and reliable workstation environments.
• Install, configure, and maintain approved software and operating systems, including Microsoft PowerPoint, software licenses, McAfee antivirus, and other customer-authorized applications.
• Implement customer security and configuration requirements by deploying OCS lockdown scripts, IATT Reduced Baseline Control Sets, and configuring user accounts, login settings, screensavers, touchscreen functionality, and other workstation settings.
• Diagnose and resolve hardware, software, operating system, and peripheral issues through root cause analysis while ensuring compatibility, minimizing operational disruptions, and maintaining compliance with customer cybersecurity requirements.
• Travel locally between customer sites and support temporary assignments as needed.
• Work and 8 hour scheduled shift between the hours of 6:00 AM – 6:00PM. Occasional after-hours support as required by mission needs. Shift may vary based on support required.

Requirements

• Minimum Qualifications: HS Diploma and 6+ years of relevant experience OR Associates degree and 4+ years of experience OR Bachelor’s degree and 2+ years of experience
• Experience supporting standalone Windows workstations and kiosks in a secure enterprise environment, including Windows 10/11 administration, operating system installations, upgrades, imaging, patching, and system rebuilds.
• Experience installing, configuring, maintaining, and troubleshooting Microsoft Office applications, endpoint security solutions, antivirus software, and system hardening measures.
• Demonstrated ability to troubleshoot and perform root cause analysis across hardware, software, operating systems, and peripheral devices while conducting routine maintenance and security updates.
• Strong customer service, communication, and organizational skills with the ability to follow technical documentation, maintain accurate configuration records, and support mission-critical IT operations.

Qualifications

• Experience supporting standalone (non-ELA) customer environments.
• Familiarity with OCS lockdown scripts and system security hardening.
• Experience implementing IATT Reduced Baseline Control Sets or similar cybersecurity compliance requirements.
• Experience with workstation imaging and automated deployment tools.
• Knowledge of endpoint lifecycle management and software license administration.
• IAT Level II certification (Security+ CE or equivalent).

Benefits

• Current/active TS/SCI with Polygraph required.

Physical Requirements

• Must be able to remain in a stationary position up to 50% of the time.
• Must be able to move throughout customer facilities to install, maintain, and troubleshoot IT equipment.
• Must be able to position self under desks, within equipment racks, and other confined spaces to install and maintain hardware.
• Constantly operates a computer and other office productivity equipment, including keyboards, monitors, printers, and scanners.