IT Desktop Support Specialist

Position Overview

Trace Systems is seeking a highly skilled and experienced IT Desktop Support Specialist to join our team supporting the USMTM CITS contract in Riyadh, Kingdom of Saudi Arabia. This critical role is responsible for delivering expert Tier II endpoint support across both classified and unclassified environments, ensuring seamless operation of workstations, laptops, peripherals, and associated hardware. The ideal candidate will possess a strong technical background in Microsoft Windows systems, enterprise deployment tools, and endpoint security, with a commitment to maintaining the highest standards of service excellence.

Key Responsibilities

The IT Desktop Support Specialist will be tasked with the following core duties:

• Endpoint Management and Support: Provide hands-on Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart-card readers, and other endpoint devices, including installation, imaging, configuration, troubleshooting, repair, relocation, and lifecycle management.
• Software Deployment and Configuration: Utilize SCCM/MECM, MDT, Intune, or other Government-approved tools to deploy, patch, install, and manage software configurations. Perform manual patches and hot fixes when automated processes are unavailable or ineffective.
• Application and System Support: Troubleshoot and resolve issues related to Microsoft Office, Outlook, Teams, approved browsers, Adobe products, CAC middleware, VPN clients, and endpoint security tools. Address hardware, operating system, user profile, certificate, authentication, connectivity, DNS, DHCP, and VPN challenges.
• Infrastructure and Office Relocation Support: Assist with office moves, workstation reconfigurations, technology refreshes, cable changes, and new-user installations to ensure minimal disruption to operations.
• Documentation and Compliance: Maintain accurate records of hardware, software, location, warranty, repair, and lifecycle information. Ensure compliance with Government property accountability, hand receipts, inventory, transfer, sanitization, and disposal protocols. Document all ticket resolutions, installations, builds, and troubleshooting steps in detail.
• Collaboration and Escalation Management: Accept escalated tickets from Help Desk personnel and coordinate with Systems, Network, and Cybersecurity teams to achieve timely resolution. Implement approved security settings, STIG-related changes, vulnerability remediation, and endpoint compliance actions.
• Priority Support and After-Hours Service: Provide priority support to senior leaders and participate in maintenance activities, outage response efforts, and after-hours support as required.

Minimum Qualifications

To qualify for this role, candidates must meet the following requirements:

• Security Clearance: Active, in-scope U.S. Government-issued Secret clearance is mandatory.
• Citizenship: U.S. Citizenship is required due to the nature of the work and contract obligations.
• Professional Experience: A minimum of four (4) years of progressively responsible experience in desktop support, endpoint management, field service, or enterprise technical support.
• DoD 8140 Compliance: Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role, specifically the Technical Support Specialist (411) at the Intermediate proficiency level. Qualifications may be met through education, military training, certifications, or a combination thereof.
• Educational and Certification Requirements:
  • A bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or completion of relevant military communications or network training.
  • Preferred certifications include Security+, CySA+, SSCP, GSEC, CEH, CCNA, or other DoD 8140-approved certifications. Higher proficiency-level or equivalent certifications may also be accepted.
• Technical Proficiency: Demonstrated experience in installing, imaging, configuring, troubleshooting, repairing, and replacing Windows endpoints, printers, scanners, and peripherals. Proficiency in software deployment, patching, endpoint configuration, hardware lifecycle support, and enterprise ticketing systems.
• Technical Knowledge: Working knowledge of Active Directory, user profiles, Group Policy concepts, account administration, TCP/IP, DNS, DHCP, VPN, and endpoint security.
• Soft Skills: Exceptional customer service, technical documentation, troubleshooting, and organizational abilities. Valid U.S. driver’s license and willingness to relocate to Riyadh, Kingdom of Saudi Arabia are required.

Desired Qualifications

While not mandatory, candidates with the following attributes will be given preference:

• Experience supporting classified environments and handling sensitive Government property.
• Familiarity with DoD STIGs (Security Technical Implementation Guides) and compliance requirements.
• Prior experience working in a military or Government contracting environment.
• Advanced certifications such as MCSE, MCSA, or CompTIA A+.