Walk-Up Help Desk / Desktop Support Specialist

Walk-Up Help Desk Desktop Specialist

Req #: 200207
Location: Joint Base Anacostia-Bolling (JBAB), Washington, DC
Work Location: JBAB-3-111
Schedule: Full-Time | Day Shift
Work Arrangement: Onsite with ad-hoc telework
Clearance: Active Secret Clearance Required
LCAT: Help Desk Specialist I - Secret

Position Overview

We are seeking an approachable, customer-focused IT professional to support the Walk-Up Service Desk at Joint Base Anacostia-Bolling (JBAB). This position serves as the first point of contact for users requiring immediate, in-person technical assistance.

The ideal candidate will combine strong foundational IT troubleshooting skills with excellent customer service and communication abilities. This is a highly visible, customer-facing role requiring patience, professionalism, and the ability to effectively assist users with a variety of Tier 1 technical issues.

Responsibilities

• Serve as the primary in-person IT support representative for walk-up customers.
• Greet customers promptly and professionally while listening to and triaging technical issues.
• Provide Tier 1 troubleshooting and resolve basic IT issues on the spot.
• Troubleshoot issues such as password resets, account unlocks, and peripheral problems.
• Open, update, document, and route trouble tickets using the BMC Remedy ticketing system.
• Accurately capture user information, contact details, and technical symptoms.
• Install and modify computer hardware and software.
• Diagnose hardware, software, and operator problems and recommend appropriate solutions.
• Load and configure operating systems, applications, and other software environments.
• Provide technical assistance and basic training to system users.
• Clearly explain technical solutions to customers using non-technical language.
• Maintain professionalism and composure when working with frustrated users.

Required Qualifications

• Active Secret security clearance or the ability to maintain an active Secret clearance.
• Associate degree in Computer Science, Information Systems/Technology, Engineering/Engineering Technology, Software Engineering/Programming, Management, Natural Sciences, Social Sciences, Mathematics, Business/Finance, or a related field.
• An applicable training certificate from an accredited training institution may also satisfy the education requirement.
• Two years of applicable experience may be substituted for the degree requirement.
• Strong written and verbal communication skills.
• Strong customer service and interpersonal skills.
• Foundational IT troubleshooting knowledge.
• Ability to work effectively in a face-to-face, customer-facing support environment.