Desktop Support Technician - Secret

As a Desktop Support Technician, you will serve as the primary face of the organization, delivering world-class technical support and customer service to military personnel, executive leadership, and civilian staff.

Technicians are responsible for onsite installation, diagnosis, configuration, maintenance, and repair of enterprise hardware, operating systems, software applications, and network peripherals.

In addition, technicians support walk-up customer assistance centers, deploy and receive IT assets, maintain detailed service records in Remedy/ServiceNow, support software license compliance, and support personal wireless communications systems (PWCS), and coordinate with unit resource advisors to provide support for enterprise mobile devices, wireless endpoints, and PWCS equipment., * End-User and Executive Support: Provide direct, onsite technical analysis, diagnosis, and resolution of complex hardware, software, and peripheral issues for end-users and executive customers across the Pentagon complex.

• Hardware and Systems Deployment:
• Install, configure, image, test, maintain, and troubleshoot desktop systems, laptops, docking stations, monitors, network printers, scanners, and peripheral equipment in accordance with established Service Level Agreements (SLAs).
• Personal Wireless Communications Systems (PWCS) and; Mobility Support:Support the provisioning, issuance, receipt, and Tier-1 troubleshooting of Personal Wireless Communications Systems (PWCS) assets, enterprise cellular devices, wireless endpoints, and secure mobile capabilities.
• Partner with the PWCS Lead and Mobility team to support device migrations, asset audits, lifecycle refreshes, and battery/accessory management.Assist end users with wireless device setup, multi-factor authentication, network connectivity, and basic profile configuration.
• Customer WalkUp and Ticket Operations:
• Staff the walk-up customer support center, promptly deploying and receiving IT assets with accurate ticket tracking and work order documentation.
• Utilize the Remedy Action Request System (and/or ServiceNow) to log, document, categorize, prioritize, route, track, resolve, and close customer incident tickets and service requests.
• Contribute to and maintain a central technical repository/knowledge base of standard operating procedures, recurring issues, and troubleshooting guides.
• Account and Identity Management:
• Diagnose and resolve Common Access Card (CAC) authentication, middleware, card reader, and PKI digital certificate issues.
• Utilize Active Directory to perform user account management, password resets, security group assignments, and access control adjustments.
• Software and Application Support:
• Manage, update, and troubleshoot client software applications-including Microsoft Office / Microsoft 365 apps, secure DoD-approved VPN clients, virtual desktop environments, enterprise security tools, and approved third-party software.
• Coordinate with HQ software license managers to ensure network software compliance.
• Network and Layer 1 Connectivity:
• Troubleshoot workstation and device network connectivity, including Layer 1 physical patching (CAT5e/CAT6, single-mode/multi-mode fiber, transceivers/SFP modules), Wi-Fi connectivity issues, IP configuration, and basic switch port/VLAN troubleshooting.
• Vendor Escalation:
• Coordinate with third-party vendors and OEM technical support teams to resolve complex, warranty, or escalated hardware/software discrepancies.

• Education and Experience: High School Diploma or equivalent and a minimum of 5+ years of relevant IT desktop/technical support experience (additional years of relevant experience or an Associate’s/Bachelor’s degree in an IT field will be accepted in lieu of experience).
• Security Clearance: Active DoD Secret security clearance.
• Certification: Current CompTIA Security+ CE certification (or equivalent DoD 8140/8570.01-M IAT Level II baseline certification).
• Technical Experience:Proven experience troubleshooting Windows operating systems (Windows 10/11 Enterprise), Microsoft 365/Office suite, DoD security baselines, and commercial desktop applications.
• Experience with Active Directory administration, account unlocking, and permissions management.
• Hands-on experience troubleshooting PKI certificates, CAC/Smart Card middleware, and DoD-approved secure VPN solutions.
• Solid working knowledge of Layer 1 physical cabling (CAT5/CAT6, fiber optic patch cables, RJ-45 terminations) and basic LAN/WLAN connectivity troubleshooting.
• Familiarity with Personal Wireless Communications Systems (PWCS), wireless hardware, and mobile device enrollment/configuration (iOS/Android).
• Service Management: Hands-on experience logging, escalating, and closing incident and work order tickets using Remedy, ServiceNow, or equivalent ITSM platforms.
• Professionalism: Proven ability to deliver polished, customer-facing technical support in a high-tempo, professional executive or military environment.
• Availability: Willingness to support occasional after-hours scheduled maintenance or participate in an on-call rotational schedule if required.

Preferred Qualifications

• Prior experience supporting IT operations in the National Capital Region (Pentagon, Joint Base Andrews, or Joint Base AnacostiaBolling) or within an Air Force Communications Focal Point (CFP) / military command center.
• Experience supporting Personal Wireless Communications Systems (PWCS) asset tracking, property accountability, and user provisioning.
• Experience deploying operating system images using Microsoft Endpoint Configuration Manager (MECM/SCCM) or modern imaging tools.
• Experience supporting mobile device management (MDM) platforms such as Microsoft Intune.
• Strong interpersonal, verbal, and written communication skills with the ability to clearly translate complex technical solutions to senior military and civilian leaders.
• Strong analytical, troubleshooting, and problem-solving abilities.Ability to work effectively both independently and as a collaborative member of an integrated technical support team.
• Work Environment and Physical Demands
• Must be able to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) weighing up to 40 lbs.Mobility:
• Must be capable of traversing Pentagon rings, corridors, and secure spaces on a daily basis to support customer requirements.

• 3 Medical Plan Options
• Dental and Vision
• FSA, DCFSA, HSA
• Life/AD&D Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Training and Educational Assistance
• Paid Time Off (PTO)
• 11 Federal holidays
• 401k plan with up to a 6% match (100% immediate vesting)

Equal Opportunity Employer

Sunayu, LLC serves as a premier technology partner to the Defense and Intelligence communities, delivering mission-critical engineering solutions across the nation. Our operations are anchored in a commitment to trust, accountability, and ethical transparency, ensuring the high-performance outcomes necessary to protect our country’s most vital interests.

Culture

Our strength lies in our community: Our team prioritizes collaboration, professional growth, and encourages open communication. At Sunayu, we don’t just secure the mission-we grow together.

Career Development

We support and encourage our team members to continue their professional growth by providing company-reimbursed training and continuing education of up to $5,000 per year. We also participate in many industry conferences and events where we share our expertise and experiences.