Desktop Support Level II Technician

Tyto is seeking a Desktop Support Level II to join the Westover team in Chicopee, MA. This role supports a complex, multi‑year contract for the Air Force Reserve Command (AFRC) Information Technology (IT) Services.

Responsibilities

• Provide support to end‑users for PC, server, mainframe applications, and hardware.
• Perform configurations, installations, diagnostics, upgrades, repairs, and preventive maintenance of personal computer products and peripherals.
• Interact with network services, software systems engineering, and/or applications development to restore service and identify or correct core problems.
• Simulate or recreate user problems to resolve operating difficulties.
• Recommend systems modifications to reduce user problems.
• Maintain currency and the highest level of technical skill in the field of expertise.

Requirements

• Experience as a desktop support technician or equivalent (IT Support, Helpdesk Support, Support Technician, etc.).
• Ability to deliver both in‑person and remote IT assistance.
• Strong installation, diagnostic, upgrade, and restoration capabilities.
• Excellent customer support and service skills.
• Effective written and verbal communication skills.
• Experience working with ServiceNow and Print Release.
• Experience managing network modernization work or system projects of similar scope and complexity.
• Active IAT Level II certification and/or active “Security Plus” certification.
• Active DoD “Secret” clearance.

Location: On‑site support at Westover AFRB in Chicopee, MA.