Description Executive Support - Desktop Support Technician II Job Summary: The AFNCR IT Services program offers vital support services for information systems at key defense headquarters and other military activities. This includes operations within the Pentagon and other critical sites. Our mission is to ensure uninterrupted operations for senior leaders, offering a fast-paced yet rewarding work environment.
The Executive Support Specialist is tasked with providing direct client-side support to senior Air Force Officers, focusing on the repair and installation of existing hardware and software, managing network configurations, and supporting new system initiatives. This role involves roving site support and solidifying compliance with area-wide procedures and policies.
The Executive Support team caters to varied locations, providing desktop and multifunction device support. Responsibilities extend to handling routine initiatives, such as new customer installations, small office relocations, and technical refreshes. Our support encompasses approximately 18,000 NIPR desktops, 3,500-4,000 SIPR desktops, and all printers connected to the AFNCR network. The personnel will develop a technical repository, provide software assistance, and maintain a rigorous ticket tracking system through the Remedy Action Reporting System.
Responsibilities: - Analyze, diagnose, and resolve complex technical issues on-site, proposing effective solutions.
- Collaborate with LAN technicians and network administrators to optimize the desktop computing environment.
- Support computer data communications systems, demonstrating a strong grasp of networking principles.
- Plan and execute system upgrades, evaluate hardware and software solutions, and ensure optimal network performance.
- Work with Tier III engineers on incident response and ongoing network maintenance.
- Install and maintain LAN/WAN devices to meet client infrastructure needs.
- Troubleshoot technical incidents, utilizing strong diagnostic skills.
- Ensure tasks are completed within specified Service Level Objectives/Agreements (SLOs/SLAs).
- Create and manage standard network change requests for maintenance and project work.
- Provide hands-on support to Tier III network engineers during incident resolution.
- Manage inventory and coordinate network operations, including hardware/software maintenance and upgrades.
- Demonstrate understanding of Layer 2 switching concepts, including VLAN configuration.
- Support end-user workstation software, ensuring productivity by resolving issues.
- Handle service requests effectively, ensuring prompt responses via various communication channels.
- Document desktop equipment issues, ensuring accuracy in failure reports, repairs, and installations.
- Maintain detailed records of incident ticket updates in the tracking system.
- Engage with third-party vendors to resolve equipment-related challenges.
- Troubleshoot issues concerning Common Access Cards (CACs) and VPN connectivity.
- Utilize Active Directory for user account management and permissions support.
Basic Qualifications: - 5 years of experience in computer networking, blending professional experience with education.
- Compliance with Department of Defense (DoD) 8570 Information Assurance Technical (IAT) Level 2.
- Possess an active DoD Secret security clearance.
- Ability to work both independently and collaboratively.
- Familiarity with ServiceNow and/or Remedy.
- Knowledge of iPhone provisioning.
- Experience with Layer 1 networking (CAT5/6, Fiber).
- Experience interacting with Senior Leaders.
Preferred Qualifications: - Excellent communication skills, both verbal and written.
- Confidence in discussing technical information with users and support personnel.
- Strong problem-solving and decision-making abilities.
- Ability to function autonomously as well as part of a team.
- Experience at the Pentagon, including work with DISA JSP and Whitelisting.
Benefits: Original Posting: May 28, 2025
The position is anticipated to remain open for at least 3 days from the original posting date.
Pay Range: Pay Range $50,700.00 - $91,650.00
This pay range is a guideline only and is not a guarantee of compensation or salary.