Desktop Support Specialist (Secret Clearance Required)

About the Company

SHR Consulting Group, LLC is a small business delivering enterprise IT, cybersecurity, and program management services to the Department of Defense and federal civilian agencies. We support mission-critical infrastructure at the Pentagon and across the National Capital Region, and we invest in our people through competitive compensation, professional certification support, and long-term career growth on stable, multi-year programs.

Position Summary

SHR Consulting Group is seeking a Desktop Support Specialist to provide dedicated Tier II desktop, endpoint, and user-support services supporting DISA J6's ITS/DMM environment. This position will provide hands-on workstation engineering, desktop support, endpoint administration, software deployment, imaging, troubleshooting, hardware support, technology refresh, cybersecurity remediation, and customer support across DoD enterprise environments. This position will be providing Tier II as a dedicated onsite desk-side and remote support encompassing hardware/software installation, configuration, troubleshooting, repair, and maintenance for supported Pentagon organizations.

Responsibilities

• Provide onsite Tier II desktop and endpoint support to DoD customers.
• Troubleshoot desktops, laptops, tablets, zero/thin clients, operating systems, applications, hardware, and peripheral devices.
• Image and configure Government workstations.
• Install Government standard operating-system loads and user-specific applications.
• Install, configure, troubleshoot, and maintain: Desktop hardware, Software applications, Operating systems, Drivers, Monitors, Printers, Peripherals.
• Diagnose and resolve Tier II incidents and service requests within established SLAs.
• Document troubleshooting activity, resolutions, root-cause information, and customer interactions in the Government-provided ticketing system.
• Escalate complex incidents to Tier III engineering teams with appropriate technical context.
• Utilize Government-approved remote support tools.
• Support CAC, PKI token, MFA, and two-factor authentication activities as required.
• Support workstation migrations and technology-refresh initiatives.
• Maintain device accountability, asset inventories, and equipment records.
• Support Active Directory and enterprise Windows desktop environments.
• Support software deployment, endpoint provisioning, and enterprise endpoint-management technologies.
• Perform workstation vulnerability remediation, patching, configuration updates, re-imaging, and replacement as required.
• Validate endpoint compliance with DISA STIGs and applicable organizational security baselines.
• Support ATO sustainment by documenting endpoint configurations and compliance artifacts.
• Develop and maintain SOPs, troubleshooting procedures, and support documentation.
• Coordinate with systems engineers and cybersecurity teams to resolve escalated issues.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline.
• Minimum 5 years of experience supporting one or more of the following: Desktop engineering, Endpoint administration, Tier II technical support.
• Experience supporting a DoD or Federal enterprise IT environment.
• Experience performing: Workstation imaging, Operating-system deployment