Systems Administrator (Desktop Support - ISPOC)

The Desktop Support - ISPOC serves as the primary point of contact for end-user technology support, delivering exceptional customer service while ensuring personnel have the tools and resources needed to accomplish their mission. This position provides hands-on support for desktop and laptop computers, mobile devices, desk phones, printers, peripheral equipment, and common productivity software. Working directly with government personnel, the Desktop Support - ISPOC diagnoses technical issues, fulfills equipment requests, provisions and deploys IT assets, and provides timely solutions that minimize downtime and maximize customer productivity. Success in this role requires strong technical troubleshooting skills, excellent communication, and a commitment to delivering outstanding customer support.

Other responsibilities include:

• Serve as a primary customer-facing representative for end-user IT support, providing professional, courteous, and timely technical assistance.
• Install, configure, deploy, and maintain desktop and laptop computers, mobile devices, desk phones, printers, and peripheral equipment.
• Troubleshoot hardware, software, operating system, and connectivity issues, resolving incidents or escalating them when appropriate.
• Image, configure, inventory, and distribute new IT equipment while ensuring accurate asset accountability and lifecycle management.
• Support user account activities, system access, and standard workstation configurations in accordance with established procedures.
• Assist customers with Microsoft Windows, Microsoft Office, Microsoft 365 applications, collaboration tools, and other approved software.
• Provide technical guidance and training to users, helping customers effectively utilize technology and resolve common issues.
• Document service requests, technical actions, and resolutions within the organization’s IT service management system.
• Coordinate with infrastructure, network, cybersecurity, telecommunications, and other support teams to resolve complex technical issues.
• Maintain compliance with organizational policies, cybersecurity requirements, and configuration management standards.
• Support customer onboarding, equipment refresh initiatives, office relocations, and technology modernization efforts.
• Contribute to a positive customer experience by building strong working relationships and consistently delivering responsive, mission-focused IT support. ECraft SA1

Due to Customer requirements, U.S Citizenship is required.

Must be able to obtain and maintain a DoW Security Clearance for duration of employment. Personnel may be required to obtain and maintain a TS clearance.

Bachelor’s level degree in Electrical/Electronic/Computer Engineering, Computer Science, or Information Systems.

A current USG issued “SECRET” security clearance (or interim) is required AND must be maintained.

Salary: the expected pay range for this position is $79,040 to $101,920 but is subject to change. Security Clearance: Secret