Desktop Support Specialist

Position Overview

The Desktop Support Specialist provides Tier 1 and Tier 2 end-user support for an DOL system under the Operations & Maintenance (O&M) contract. This role is responsible for ensuring reliable desktop, laptop, and peripheral support services in compliance with federal IT security, configuration management, and service desk standards.

The position supports mission-critical system users, ensures minimal downtime, and maintains alignment with federal cybersecurity policies and enterprise IT service management processes.

Key Responsibilities

End-User Support

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot hardware, software, VPN, remote access, and account access issues.
• Support Microsoft Windows desktop environments and standard federal productivity suites.
• Provide hands-on support for new equipment setup, imaging, and deployment.

Application Support

• Assist users with access issues, browser compatibility, and application-related troubleshooting.
• Escalate application-level defects to development or infrastructure teams.
• Coordinate with system administrators to resolve user provisioning issues.

Incident & Service Management

• Log, track, and resolve incidents and service requests in the enterprise ticketing system (e.g., ServiceNow, Remedy, or equivalent).
• Meet established Service Level Agreements (SLAs).
• Provide clear documentation of issue resolution steps.

Security & Compliance

• Ensure compliance with federal security requirements (FISMA, agency-specific policies).
• Support account management activities including password resets and access verification.
• Assist with asset management and inventory tracking.
• Follow change management and configuration management procedures.

O&M Support Activities

• Participate in patch validation and post-deployment user support.
• Support workstation compliance efforts.
• Assist during audits, ATO support activities, and security reviews.

Required Qualifications

• 3+ years of experience providing desktop support in an enterprise environment.
• Experience supporting Windows 10/11 environments.
• Familiarity with Microsoft Active Directory for account support.
• Experience with ticketing systems and ITIL-based service delivery.
• Strong troubleshooting and customer service skills.
• Ability to work in a federal environment with structured processes.

Preferred Qualifications

• Experience supporting Department of Labor systems or federal civilian agencies.
• Familiarity with identity management and access control processes.
• CompTIA A+, Network+, or Security+ certification.
• Experience supporting cloud-connected environments (AWS/Azure hybrid environments).
• Understanding of cybersecurity compliance requirements.

Core Competencies

• Customer-focused service delivery
• Strong analytical troubleshooting
• Documentation discipline
• Incident management rigor

Ability to operate within structured federal governance frameworks