Desktop Support Specialist

Title: Deskside Support Specialist
Location: 5 days onsite in Washington, DC 
Terms: Full-time
Clearance: Active Secret clearance required (U.S. Citizenship required)
Travel: Minimal; <10% anticipated

RESULTS. INNOVATION. VALUES. ACCOUNTABILITY.

That’s RIVA. Our employee-first approach has manifested a culture that attracts the best and brightest. By investing in people first and providing a flexible work environment, our employees have higher morale, higher productivity rates, and lower turnover. At RIVA, people are our #1 priority.

Program Overview

RIVA Solutions is supporting the National Telecommunications and Information Administration (NTIA) under the ISCOM Division to deliver mission-critical IT modernization and cybersecurity services. This effort focuses on enhancing the security, reliability, and efficiency of NTIA’s infrastructure, driving forward their mission of advancing broadband access, data-driven policymaking, and secure communications through modern digital tools and compliance with federal standards.

Position Overview

RIVA Solutions is seeking a Deskside Support Specialist to provide Tier 2/3 technical support and system administration for NTIA users under the ISCOM contract.

This mid-level position combines advanced end-user support with hands-on system administration responsibilities across both on-premises and cloud environments. The Deskside Support Specialist will troubleshoot escalated incidents, manage endpoint systems, assist with user account administration, and help maintain infrastructure supporting NTIA’s secure network environment.

This individual will collaborate closely with the IT operations and cybersecurity teams to ensure user systems, applications, and services remain stable, secure, and aligned with NTIA’s IT policies and mission objectives.

Core Responsibilities

• Provide Tier 2/3 technical support for end users, resolving complex hardware, software, and network-related issues.
• Perform system administration tasks for both on-premises and cloud-based systems, including account provisioning, group policy management, and permissions updates.
• Support the installation, configuration, and maintenance of Windows and macOS workstations, ensuring systems remain patched and compliant.
• Troubleshoot and resolve escalated service tickets related to authentication, performance, and connectivity issues.
• Manage and track service requests using enterprise IT service management (ITSM) tools such as ServiceNow, Remedy, or Jira.
• Assist with endpoint management, software deployment, and system imaging through enterprise tools (e.g., MECM, Intune, or Jamf).
• Collaborate with network and systems administrators to support infrastructure-related incidents and service restoration efforts.
• Monitor and maintain endpoint and system health using standard performance and security monitoring tools.
• Support cloud-based user services such as Microsoft 365, Azure Active Directory, and SharePoint Online.
• Document procedures, technical fixes, and lessons learned to enhance team efficiency and knowledge sharing.
• Participate in after-hours or emergency response rotations as needed.
• Deliver exceptional customer service and represent RIVA Solutions with professionalism and accountability.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field OR equivalent combination of education and experience.
• Minimum of 3 years of progressive IT experience providing Tier 2/3 deskside or systems support.
• U.S. Citizenship required.
• Active Secret clearance.
• Proficiency in Windows and macOS operating systems, including imaging, deployment, and troubleshooting.
• Experience supporting users and systems in enterprise and/or federal environments.
• Familiarity with on-premises Active Directory and cloud identity services such as Azure AD.
• Strong understanding of networking fundamentals and endpoint connectivity troubleshooting.
• Working knowledge of endpoint and system management tools such as MECM, Intune, or Jamf.
• Ability to manage multiple tasks and priorities while maintaining attention to detail.
• Excellent communication and interpersonal skills.

Preferred Qualifications

• CompTIA certifications such as A+, Network+, or Security+.
• Microsoft certifications (e.g., MD-100: Windows Client, MCSA, or Azure Administrator Associate).
• Experience supporting cloud platforms such as Microsoft 365, Azure, or AWS.
• Familiarity with PowerShell scripting or basic automation to streamline support tasks.
• Understanding of ITIL service management principles.
• Experience in a federal or highly regulated IT environment.