Desktop Support Specialist

Job Overview

KaylaTek has an exciting Desktop Support Specialist opportunity supporting the AFNCR IT contract at the Pentagon. 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.

Essential Job Functions

• 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).
• Support over 1,800 mobile devices within the Pentagon, ensuring seamless support and service delivery.
• Oversee the migration, configuration, and distribution of mobile devices as part of the organization's transition to Microsoft Intune mobile device management (MDM).
• Analyze technical data and user-reported issues to troubleshoot and resolve hardware and software problems on iOS and Android platforms.
• Cook up with multiple Air Force National Capital Region (AFNCR) offices to address billing inquiries, manage device lifecycles, and support evolving mobile device requirements.
• Manage, update, and troubleshoot end-user software applications, including Microsoft Office, VPN clients, security tools, and custom business applications.
• Serve as a point of contact for incoming support requests via phone, email, instant messaging, and voicemail; ensure timely and accurate issue resolution.
• Cook up 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.
• Utilize Active Directory for account creation, password resets, group membership updates, and access rights management.
• Provide IT infrastructure after hours & weekend support as necessary.
• Might crosstrain and support other areas of the contract when needed or as requested.

Basic Qualifications

• A High School Diploma or equivalent and a minimum of 5 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 ServiceNow, Remedy, or similar ITSM platforms.
• Proven experience delivering customer-facing support in a professional, high-paced environment.
• Working knowledge of Layer 1 networking components (CAT5/CAT6 cabling, single-mode/multi-mode fiber, serial connections, SFP modules).
• Experience supporting Windows OS, Microsoft Office, and basic network troubleshooting.
• Familiarity with mobile device provisioning and management (e.g., iPhones, iPads).
• Experience troubleshooting and supporting CAC authentication, DoD-approved VPN clients, and DoD networks.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and within a team to resolve issues and complete tasks.
• Willingness to support occasional after-hours work and participate in an on-call rotation, if needed.

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.

Employee Benefit Offerings

• Comprehensive Medical, Dental, Vision plans, FSA, HSA, 401(k) with company match, Short-Term and Long-Term Disability, Life and Accidental Death and Dismemberment Insurance, Paid Time Off, 11 Paid Holidays, Employee Assistance Program (EAP), Professional Development Program, Military Leave Support, Referral bonuses and more!