IT Administrator (Deskside Support Specialist)

Responsibilities

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in person.
• Diagnose and troubleshoot hardware, software, networking, and system issues.
• Manage and prioritize service tickets using NTIA’s ticketing system to ensure timely resolution.
• Document, track, and monitor reported issues and service requests through closure.
• Install, configure, and maintain desktops, laptops, printers, telephones, and related peripherals.
• Support and help maintain desktops skills for touch-labor.
• Assist with ISCOM material handling, destruction documentation, and semi-annual inventories.
• Participate in root cause analysis of recurring issues and recommend system or process improvements.
• Maintain detailed technical documentation and standard operating procedures.
• Support asset inventory tracking, equipment refreshes, and deployment of new systems.

Qualifications

• Active Secret or Top Secret / SCI clearance required (U.S. Citizenship required)
• Bachelor’s Degree in Information Technology, Computer Science, or related field; or equivalent experience.
• Minimum of 5 years of IT help desk or technical support experience.
• Strong understanding of hardware/software troubleshooting methodologies.
• Familiarity with Active Directory, Microsoft Windows, Microsoft Office Suite, and ticket management systems.
• Proven ability to provide excellent customer service and resolve technical issues efficiently.

Preferred Qualifications

• Experience supporting Department of Commerce (DOC) or other federal agency IT operations.
• Familiarity with ITIL-based incident, problem, and change management processes.
• Experience with Cisco networking equipment, VPNs, and encryption devices.
• Certifications such as Security+, Network+, or ITIL Foundations.