Desktop Support Engineer, INT

Job Summary:

Under indirect supervision, the Desktop Support Engineer, Intermediate’s role is to provide a single point of contact for end users to receive support and maintenance within the Regional Network Enterprise Center, National Capital Region (RNEC-Client) desktop computing environment.


  • This includes installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment (including but not limited to PCs, laptops, printers, scanners and Black Berries) to ensure optimal performance.
  • Actively take ownership of Remedy tickets and problems assigned, accurately record work performed and troubleshoot issues (in person, by telephone, or via remote access) in a timely fashion.
  • Provide direct end user assistance to include familiarizing users with basic software, hardware, and peripheral device operation.
  • Effectively use approved diagnostic tools to diagnose network connectivity issues as well as image, copy and configure systems for deployment.
  • Demonstrate the ability to escalate issues and involve experts for resolution as needed and enforce the rigorous application of Army Information Security/Information Assurance policies while providing a high level of customer support.
  • Develop and maintain a sound understanding of approved operating systems and application software as well as business-related processes and procedures, company guidelines.
  • Install, upgrade, support, and troubleshoot printers, computer hardware, Windows 7 and Windows 10 OS, Office 2007 and 2010 as well as other authorized desktop applications and peripheral equipment.
  • Perform general preventative maintenance tasks on computers, laptops, printers, and any other authorized peripheral equipment unless prohibited by existing customer warranties.
  • Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client personal computers (PCs) or laptops that have authorized access to the network.
  • Escalate the issue/problem to proper Tier 3 Support team members when the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral.
  • Develop trends by monitoring and analyzing incoming calls, problems and support requests.

Requirements: (Clearance/Citizenship)

  • Candidate must possess the following certifications in order to meet the DoD Information Assurance Technical (IAT) Level I Information Assurance (IA) Requirement:
    • Applicant must have and maintain at least one of the following Information Assurance (IA) certifications prior to beginning employment:
      • CompTIA A+ ce Higher certifications that meet IAT II and IAT III requirements are also acceptable. (Must be approved and verified by management.)
  • Applicant must also have the following Computing Environment (CE) certifications within 120 days from his/her start date:
    • MCSA: Microsoft Certified Solutions Associate MCSA Windows 10 (70-697)
    • Configuring Windows Devices, within 120 days


  • Must have three (3) to eight (8) years of experience providing IT implementation, troubleshooting, and maintenance support. Expert-level skills in Service Desk operations.
  • Expert technical knowledge of PCs and desktop hardware.
  • Authoritative knowledge of current protocols, operating systems, and standards Windows 7 operation and software and hardware troubleshooting Microsoft Office 2007, Office 2010 support Working knowledge of AD, Server 2012, remote control tools and TCP/IP fundamentals.
  • Ability to operate tools, components, and peripheral accessories.
  • Proven customer service skills and effective time management, planning and organizing skills Function effectively in a team environment with both technical and non-technical team members.
  • Work effectively with minimal supervision and maintain a professional demeanor under stress.
  • Manage time efficiently, set priorities appropriately, schedule calls
  • Attention to Detail – Demonstrates thoroughness and contentious attention to detail.
  • Customer Service – Works with clients and customers to assess their requirements, provide information or assistance, explains the scope of available products and services; is committed to quality deliverables.
  • Oral Communication – Expresses information effectively, listens to others, attends to nonverbal cues, and responds professionally.
  • Problem Solving – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations and resolve issues.


  • High-school diploma or educational equivalent required.
  • Bachelor’s Degree in Computer Science, Information Assurance, Information Systems, or
    • other related scientific or technical discipline is preferred.
  • Diploma from a technical or vocational school, work experience or industry certifications demonstrating technical proficiency may be substituted for education requirements.

Shift information:

  • Physical Demands:
    • Manual dexterity 80% to 100% of the time.
    • Lifting up to 25 pounds 15% of the time.
    • Carrying up to 25 pounds 15% of the time.
    • Reaching 25% of the time.
    • Standing 25% of the time.
    • Sitting 50% of the time.
    • Walking 25% of the time.
    • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
    • Reasonable accommoations may be made to enable individuals with disabilities to perform the essential functions.
    • While performing the duties of this job, the employee is frequently required to sit and talk or hear.
    • The employee is required to walk; use hands to finger, handle, or feel objects, tools or controls; and reach with hands and arms.
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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