Walkup Help Desk Desktop Specialist

Overview

The AFNCR IT Services program provides support services for information systems for Headquarters Air Force (HAF), Air Force District of Washington (AFDW), Office of the Secretary of Defense (OSD), Joint Chiefs of Staff, and other Air Force activities within the AFNCR, including missions to the Pentagon, Joint Base Andrews (JBA), Joint Base Anacostia-Bolling (JBAB), and other locations, leased spaces, and alternate sites.

The major support areas required are IT Operations and Maintenance;
Plans, Projects, and Engineering (PP&E); and National Military Command Center (NMCC). The senior leaders and national defense missions supported require AFNCR operations to never fail, creating a fast-paced, challenging, but rewarding environment.

• Provide onsite analysis, diagnosis, and resolution of complex hardware and software issues for end-users, recommending and implementing effective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices to meet established service level agreements (SLAs).
• Support over 1,800 mobile devices within the Pentagon, ensuring seamless support and service delivery.
• Oversee the migration, configuration, and distribution of mobile devices as part of the organization mission to Microsoft Intune mobile device management (MDM).
• Analyze technical data and user-reported issues to troubleshoot and resolve hardware and software problems on iOS and Android platforms.
• Coordinate with multiple AFNCR offices to address billing inquiries, manage device life cycles, and support evolving mobile device requirements.
• Manage, update, and troubleshoot end-user software applications, including Microsoft Office, VPN clients, security tools, and custom business applications.
• Serve as a point of contact for incoming support requests via phone, email, instant messaging, and voicemail; ensure timely and accurate issue resolution.
• Coordinate with third-party vendors and OEM support teams for escalated hardware and software issues when necessary.
• Diagnose and resolve issues related to Common Access Cards (CAC), CAC readers, and PKI certificates.
• Utilize Active Directory for account creation, password resets, group membership updates, and access rights management.
• Support imaging, deployment, and replacement of user devices across the enterprise.

• High School Diploma or equivalent and a minimum of 5 years of relevant IT support experience; additional years of experience will be accepted in lieu of a degree.
• Active DoD Secret Security Clearance.
• Current CompTIA Security+ certification (DoD 8570 IAT Level II compliant).
• Hands-on experience with Service Now, Remedy, or similar ITSM platforms.
• Proven experience delivering customer-facing support in a professional, high-paced environment.
• Working knowledge of Layer 1 networking components (CAT5/CAT6 cabling, single-mode/multi-mode fiber, serial connections, SFP modules).
• Experience supporting Windows OS, Microsoft Office, and basic network troubleshooting.
• Familiarity with mobile device provisioning and management (e.g., iPhones, iPads).
• Experience troubleshooting and supporting CAC authentication, DoD-approved VPN clients, and DoD networks.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and within a team to resolve issues and complete tasks.
• Willingness to support occasional after-hours work and participate in an on-call rotation, if needed.

• Strong communication skills (both verbal and written).
• Comfortable discussing technical information with users and other support personnel.
• Ability to quickly learn new systems and IT concepts.
• Strong problem solving and decision-making skills.
• Ability to work autonomously as well as an integral member of a team.

For security and compliance, the description includes standard safeguarding notices and disclosures as provided by Leidos.

Pay Range: $52,000.00 - $94,000.00. The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Details depend on responsibilities, education, experience, and other factors. This posting also includes information on company policies and general benefits as publicly available on Leidos' careers site.

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.