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Desktop Support Specialist

Rome, NY
Intermedia Group has the following open position with one of our clients:

TITLE: Desktop Support Specialist w SECRET Clearance
  • NOTE: Although the customer will consider non-local candidates, there is no relocation allowance. Candidates will have to relocate to the site on their own, if not already local


  • The Desktop Technician (Tier 2) provides IT support to all users receiving core services from the AFRL/RIOS branch including; delivery, installation, management, troubleshooting and repair facilitation.
  • Restore normal service operation as quickly and efficiently as possible and minimize the adverse impact on business operations.
  • IT core services consist of all areas IAW the instructions and guidance listed herein and applies to the Office Automation (Nonsecure Internet Protocol Router (NIPR), Research and Development (R&D) or Defense Research and Engineering Network (DREN) and Secret Internet Protocol Router (SIPR) networks per assigned subnet or ticket.
  • Troubleshoot and resolve tickets for user incidents and problems under general supervision of senior desktop support technicians.
  • Perform a wide variety of duties such as hardware and software incident troubleshooting and repair; fulfillment of approved service request and upgrades; and troubleshooting of peripheral devices.
  • Simulates or recreates user problems to resolve operating difficulties.
  • Recommends systems modifications to reduce user problems.  
  • Maintains currency and highest level of technical skill in field of expertise.
  • The position provides resolution/escalation/tracking of requests for desktop support when first tier is unable to resolve the issue.
  • Configure, maintain and troubleshoot: Information Systems (IS), PC desktops/laptops, peripherals, communication devices, support various Operating Systems (O/S) client and server, and desktop application software.
  • Deploy PC systems within five business days after receipt of user systems from ADPE Equipment Custodian (EC) and confirmed installation date/time with user
  • Ensure all TCNO/Notice to Airmen (NOTAM) are properly applied to all systems within the specified suspense dates and report when completed via Information Assurance
  • Install or assist with installation of client-based desktop software; report security breaches to IA Office; and provide software application assistance for commonly used office automation applications.
  • Track ticket status using Remedy and update technical notes with meaningful details at a minimum of every three days.
  • Resolve Remedy tickets within established contract thresholds
  • Resolve network/telecommunications, Hardware/Software, Applications related issues with users
  • If necessary, work with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
  • Work with vendors or other technical resources to troubleshoot desktop support issues.
  • Restore system to functioning state and gain customer concurrence for
  • problem resolution.
  • Resolve network/telecommunications related issues with users.
  • May assist in the following support areas as needed:
    • Help Desk (Tier 1)
    • Staging/De-staging - Stage systems within 5 business days of receipt from ADPE Custodian and de-stage according to Air Force regulations and established procedures
    • VTC Support – scheduling, testing, setup, troubleshooting and facilitation
  • High school diploma or technical certification in an IT related  field and 2 years general help desk/desktop support experience or a two year degree in an IT related field and a minimum of 1 year general desktop support experience
  • DoD 8570 IAT II certifications as required and current. CompTIA Security+ required to start.
  • Windows 10 Computing Environment/Operating System Certification or Training Completion Certificate required within 6 months. 
  • Support experience includes desktop, laptop, mobile devices, printer and peripherals, in a campus environment.
  • Experience with Air Force approved Standard Desktop images (including Windows 7/Windows 8/Windows 10) and approved software.
  • Working knowledge of Local Area Network (LAN) infrastructure, server hardware and software platforms and related support tools.
  • Experience with mobile device support to include but not limited to laptops and PDAs.
If you are interested in pursuing this opportunity, please respond back and include the following:
• Full MS WORD Resume
• Required compensation
• Contact information
• Availability
Upon receipt, one of our managers will contact you to discuss in full

Steve Fleischner
Intermedia Group, Inc.
212 248-0100


Steve Fleischner
Intermedia Group, Inc.

(212) 248-0100
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