Walkup Help Desk Desktop Specialist

R-00160982

Description

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. The major support areas required are: IT Operations and Maintenance; Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions that are supported require that the AFNCR operations never fail, resulting in a fast-paced, challenging, but also rewarding environment.

Walkup Help Desk Desktop Specialist is responsible for being the face of the organization and providing world-class customer service to all personnel seeking assistance. They will attempt to repair, install, and configure; hardware, software, and network devices. Walkup Help Desk Desktop Specialist will direct customers to personnel and offices outside their area of responsibility and deploy and receive assets with ticket and work order numbers.

Walkup Help Desk Desktop Specialist are responsible for creating and maintaining a central repository for technical advice and solutions of network systems, software applications assistance, automatic data processing support, hardware exchange, and repair service support. Assisting with reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter, document, track, coordinate, route, resolve, and close user ticket issues. Work with HQ software license manager to prevent unlicensed software on the network

Primary Responsibilities:

• 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).
• Collaborate closely with network administrators and LAN/WAN teams to ensure seamless integration and optimal performance of desktop systems within the enterprise network.
• Manage, update, and troubleshoot end-user software applications, including Microsoft Office, VPN clients, security tools, and custom business applications.
• Serve as a primary point of contact for incoming support requests via phone, email, instant messaging, and voicemail; ensure timely and accurate issue resolution.
• Log, track, and document detailed troubleshooting steps, issue resolutions, and ticket status using IT service management tools such as ServiceNow or Remedy.
• Coordinate 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.
• Provide advanced troubleshooting for VPN connectivity, Outlook and Exchange configuration, and general network access.
• Utilize Active Directory for account creation, password resets, group membership updates, and access rights management.
• Support imaging, deployment, and replacement of user devices across the enterprise.
• Assist in the execution of IT projects, including equipment rollouts, upgrades, and migrations.

Basic Qualifications:

• 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. 

Original Posting: June 13, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range: Pay Range $50,700.00 - $91,650.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.