Posted today
Top Secret
Mid Level Career (5+ yrs experience)
Unspecified
No Traveling
IT - Support
Desktop Support Technician – Tier II Kiosk Support
The GES Leidos DES (Defense Enclave Services) team supports a critical digital modernization program essential to DISA and Fourth Estate Agencies. This Tier II Kiosk Support Technician position will focus on providing on-site and remote technical support during the endpoint migration of DAFA personnel to DISA.
***This position is for temporary support for approximately 60-90 days.*** Approximately 9Feb2026 - 9May2026***
Clearance Requirement: Active Top Secret clearance required prior to start (US Citizenship mandatory).
Key Responsibilities:
Provide Tier II Desk Side Support, including both touch labor and remote desktop assistance for migrated endpoints.
This support effort kicks off in conjunction with Canary Testing.
Personnel must be prepared to travel within a 50-mile radius of their assigned facility to provide support.
Support will include onsite Tier 2 Desk Side services during core business hours (0800-1600 local time) for up to 60 days after DAFA personnel transition to DISA. Temporary support is needed for approximately 60-90 days.
Remote support will be provided where feasible for customers outside the three regional kiosk locations.
Provide support during core business hours (e.g., 0800–1600 local site time, Monday–Friday) at Eastern Region: 2400 Lake Park Dr, Suite 300, Smyrna, GA 30080.
Support escalated Tier I issues that cannot be resolved remotely or require physical intervention.
Resolve endpoint migration and post-migration issues, including installation, configuration, and testing of desktop hardware and peripherals.
Offer remote Tier II Desk Side support for customers outside the regions of the three on-site kiosk locations.
Maintain and monitor endpoint devices, applying updates, patches, and troubleshooting software/hardware issues.
Train personnel on Global Service Desk (GSD) operations to ensure smooth transition and reduce support dependency.
Ensure that services are aligned with compliance and security standards for endpoint devices.
Create and update technical documentation, including incident reports and troubleshooting guides.
Required Qualifications:
High school diploma and 3+ years of relevant IT support experience, or equivalent combination of education and work experience.
Active Top-Secret clearance required
Strong knowledge of Microsoft Windows operating systems, including troubleshooting OS-level issues.
Experience with Active Directory for account management and troubleshooting.
Familiarity with remote desktop tools and remote troubleshooting techniques.
Ability to troubleshoot and resolve escalated hardware and software issues for desktop and peripheral devices.
Knowledge of endpoint security tools and their deployment.
Strong communication and interpersonal skills, with a customer-focused approach.
Technical Skills Required:
Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations.
Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues.
Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues.
Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support.
Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates.
Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation.
Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation.
Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests.
Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices.
Desired Skills:
Experience providing IT support in government or highly regulated environments.
Industry certifications such as CompTIA Security+, Network+, or A+.
Familiarity with Global Service Desk operations and best practices.
Work Environment:
On-site presence is required at the designated locations during core business hours.
Some remote work may be required for supporting customers outside the kiosk locations.
The position involves physical intervention and may require lifting equipment up to 50 lbs.
This role provides a unique opportunity to deliver critical technical support during a significant IT transition effort, ensuring a smooth migration experience for DAFA personnel.,
Pre-Screen Questions:
Basic Information:
Do you hold an active Top Secret clearance?
Do you have experience providing Tier II support in a technical or IT support role? Please describe your experience.
Technical Experience:
Do you have experience supporting and troubleshooting Windows 10/11 operating systems? Please provide details on the types of issues you have resolved.
Are you proficient in managing user accounts and resolving related issues in Active Directory? If so, describe your experience.
Have you used remote desktop tools (e.g., RDP, TeamViewer, VNC) for troubleshooting and providing end-user support? Please describe the tools and the tasks you’ve handled remotely.
Do you have experience with endpoint management tools like SCCM (System Center Configuration Manager) or MECM (Microsoft Endpoint Configuration Manager)? If so, explain how you’ve used these tools.
Are you familiar with networking concepts such as DNS, DHCP, and basic TCP/IP troubleshooting? Provide examples of network-related issues you have resolved.
Have you supported or troubleshot hardware components such as desktops, laptops, or peripherals? Please list the types of devices you’ve worked with and the issues you’ve resolved.
Have you worked with security tools (e.g., antivirus software, encryption, multi-factor authentication) in an IT support role? Describe your experience.
Work Experience:
Describe your experience providing on-site kiosk support. What types of tasks did you handle during on-site support, and how did you prioritize tasks?
Have you supported customers outside the designated on-site locations (remote support)? If so, how did you manage remote troubleshooting tasks?
How have you handled escalated Tier I issues that required physical intervention or on-site resolution? Can you provide an example?
Communication & Documentation:
How do you approach documenting technical issues, resolutions, and troubleshooting steps? Provide examples of the types of documentation you’ve created in previous roles.
Have you worked with service ticketing systems like ServiceNow, Jira, or similar tools? Describe your experience managing incidents and service requests.
Availability & Flexibility:
This position requires flexible working hours, including potential on-call support and weekend shifts. Are you comfortable with this schedule?
The position requires up to 60 days of support post-transition. Are you open to supporting customers beyond this period, if necessary, or during surge requirements?
Certifications & Education:
Do you hold any IT certifications such as CompTIA Security+, Network+, or A+? Please list them.
Do you have any other relevant technical certifications or training that would support your application for this position?
Customer-Focused Support:
Can you describe a time when you provided exceptional support to a customer in an IT-related scenario? How did you ensure the customer’s issue was resolved effectively?
How do you handle difficult or frustrated end-users when providing technical support?
These questions are designed to help screen candidates for their technical qualifications, experience, and ability to meet the specific needs of the Tier II Kiosk Support Technician position.
The GES Leidos DES (Defense Enclave Services) team supports a critical digital modernization program essential to DISA and Fourth Estate Agencies. This Tier II Kiosk Support Technician position will focus on providing on-site and remote technical support during the endpoint migration of DAFA personnel to DISA.
***This position is for temporary support for approximately 60-90 days.*** Approximately 9Feb2026 - 9May2026***
Clearance Requirement: Active Top Secret clearance required prior to start (US Citizenship mandatory).
Key Responsibilities:
Provide Tier II Desk Side Support, including both touch labor and remote desktop assistance for migrated endpoints.
This support effort kicks off in conjunction with Canary Testing.
Personnel must be prepared to travel within a 50-mile radius of their assigned facility to provide support.
Support will include onsite Tier 2 Desk Side services during core business hours (0800-1600 local time) for up to 60 days after DAFA personnel transition to DISA. Temporary support is needed for approximately 60-90 days.
Remote support will be provided where feasible for customers outside the three regional kiosk locations.
Provide support during core business hours (e.g., 0800–1600 local site time, Monday–Friday) at Eastern Region: 2400 Lake Park Dr, Suite 300, Smyrna, GA 30080.
Support escalated Tier I issues that cannot be resolved remotely or require physical intervention.
Resolve endpoint migration and post-migration issues, including installation, configuration, and testing of desktop hardware and peripherals.
Offer remote Tier II Desk Side support for customers outside the regions of the three on-site kiosk locations.
Maintain and monitor endpoint devices, applying updates, patches, and troubleshooting software/hardware issues.
Train personnel on Global Service Desk (GSD) operations to ensure smooth transition and reduce support dependency.
Ensure that services are aligned with compliance and security standards for endpoint devices.
Create and update technical documentation, including incident reports and troubleshooting guides.
Required Qualifications:
High school diploma and 3+ years of relevant IT support experience, or equivalent combination of education and work experience.
Active Top-Secret clearance required
Strong knowledge of Microsoft Windows operating systems, including troubleshooting OS-level issues.
Experience with Active Directory for account management and troubleshooting.
Familiarity with remote desktop tools and remote troubleshooting techniques.
Ability to troubleshoot and resolve escalated hardware and software issues for desktop and peripheral devices.
Knowledge of endpoint security tools and their deployment.
Strong communication and interpersonal skills, with a customer-focused approach.
Technical Skills Required:
Windows OS Support: Experience troubleshooting, configuring, and managing Windows 10/11, including application installation and system configurations.
Active Directory: Proficient in managing user accounts, permissions, and troubleshooting related issues.
Networking Basics: Understanding of DNS, DHCP, and basic TCP/IP networking, with the ability to troubleshoot network connectivity issues.
Remote Desktop Support Tools: Familiar with tools like TeamViewer, Remote Desktop Protocol (RDP), and VNC to provide remote troubleshooting and support.
Endpoint Management Tools: Experience with tools such as SCCM (System Center Configuration Manager), MECM (Microsoft Endpoint Configuration Manager), or similar for patch management and system updates.
Security Tools: Familiar with endpoint security tools, including antivirus software, encryption methods, and multi-factor authentication (MFA) implementation.
Hardware Support: Knowledge of hardware components (e.g., desktop, laptops, peripherals) and troubleshooting related hardware issues, including imaging, setup, and installation.
Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira, or similar ticketing systems for managing incidents and requests.
Documentation and Reporting: Ability to create and maintain technical documentation, incident reports, and user guides, ensuring adherence to service standards and best practices.
Desired Skills:
Experience providing IT support in government or highly regulated environments.
Industry certifications such as CompTIA Security+, Network+, or A+.
Familiarity with Global Service Desk operations and best practices.
Work Environment:
On-site presence is required at the designated locations during core business hours.
Some remote work may be required for supporting customers outside the kiosk locations.
The position involves physical intervention and may require lifting equipment up to 50 lbs.
This role provides a unique opportunity to deliver critical technical support during a significant IT transition effort, ensuring a smooth migration experience for DAFA personnel.,
Pre-Screen Questions:
Basic Information:
Do you hold an active Top Secret clearance?
Do you have experience providing Tier II support in a technical or IT support role? Please describe your experience.
Technical Experience:
Do you have experience supporting and troubleshooting Windows 10/11 operating systems? Please provide details on the types of issues you have resolved.
Are you proficient in managing user accounts and resolving related issues in Active Directory? If so, describe your experience.
Have you used remote desktop tools (e.g., RDP, TeamViewer, VNC) for troubleshooting and providing end-user support? Please describe the tools and the tasks you’ve handled remotely.
Do you have experience with endpoint management tools like SCCM (System Center Configuration Manager) or MECM (Microsoft Endpoint Configuration Manager)? If so, explain how you’ve used these tools.
Are you familiar with networking concepts such as DNS, DHCP, and basic TCP/IP troubleshooting? Provide examples of network-related issues you have resolved.
Have you supported or troubleshot hardware components such as desktops, laptops, or peripherals? Please list the types of devices you’ve worked with and the issues you’ve resolved.
Have you worked with security tools (e.g., antivirus software, encryption, multi-factor authentication) in an IT support role? Describe your experience.
Work Experience:
Describe your experience providing on-site kiosk support. What types of tasks did you handle during on-site support, and how did you prioritize tasks?
Have you supported customers outside the designated on-site locations (remote support)? If so, how did you manage remote troubleshooting tasks?
How have you handled escalated Tier I issues that required physical intervention or on-site resolution? Can you provide an example?
Communication & Documentation:
How do you approach documenting technical issues, resolutions, and troubleshooting steps? Provide examples of the types of documentation you’ve created in previous roles.
Have you worked with service ticketing systems like ServiceNow, Jira, or similar tools? Describe your experience managing incidents and service requests.
Availability & Flexibility:
This position requires flexible working hours, including potential on-call support and weekend shifts. Are you comfortable with this schedule?
The position requires up to 60 days of support post-transition. Are you open to supporting customers beyond this period, if necessary, or during surge requirements?
Certifications & Education:
Do you hold any IT certifications such as CompTIA Security+, Network+, or A+? Please list them.
Do you have any other relevant technical certifications or training that would support your application for this position?
Customer-Focused Support:
Can you describe a time when you provided exceptional support to a customer in an IT-related scenario? How did you ensure the customer’s issue was resolved effectively?
How do you handle difficult or frustrated end-users when providing technical support?
These questions are designed to help screen candidates for their technical qualifications, experience, and ability to meet the specific needs of the Tier II Kiosk Support Technician position.
group id: 91136213
