Executive Desktop Support /IT Team Specialist

Come join our growing team with a 21st Century Vision! At KaylaTek we understand that the key to our success is the quality of the people we employ. Our focus is not just on jobs but on building and enhancing your career through ongoing professional development training and high quality of life. Our team members choose KaylaTek for a number of reasons including our competitive compensation and benefit packages dedication to education as well as our outstanding service. Our Grow Strong Vision encompasses a place for employees to grow learn and feel a sense of belonging not just a place to work.

KaylaTek has a Executive Desktop Support position supporting the Air Force National Capital Region (AFNCR) contract. This is a high visibility position supporting a premier Air Force contract.

JOB SUMMARY: 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 missions to include 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 that are supported require that the AFNCR operations never fail resulting in a fast-paced challenging but also rewarding environment.

Executive Support Specialist is responsible for providing AF Senior Officers client site service repair and/or installation support of existing hardware software network configurations and new system initiatives for all sites within area of responsibility. Duties may include providing roving site support services as well as assisting in the development and ensuring adherence to area-wide procedural/policy changes.

Executive Support is divided into three teams to support the Pentagon JBA and JBAB. The Executive Support team will support all desktops and multi-functional devices at the Pentagon JBA JBAB Alternate Sites and Event/Conferences. Additionally Executive Support handles routine requirements like new customer installs small office moves and technical refresh. Desktop Support handles approximately 18000 NIPR desktops laptops and tablets/iPads and iPhones; approximately 3500-4000 SIPR desktops; and all printers connected to the AFNCR network. Executive Support personnel are responsible for creating and maintaining a central repository for technical advice and solutions of network systems software applications assistance automatic data processing support hardware exchange and repair service support. Assisting with reporting network performance metrics using Remedy Action Reporting System. Utilize Remedy to enter document track coordinate route resolve and close user ticket issues. Work with HQ software license manager to prevent unlicensed software on the network

CERTIFICATIONS REQUIRED: Currently possess an active DOD-8570 IAT II level certification (ie COMPTIA Security CE)

SECURITY CLEARANCE: Currently possess at a minimum a Final Secret at a minimum

PRIMARY RESPONSIBILITIES:

• Perform onsite analysis diagnosis and resolution of complex technical issues recommending and implementing effective corrective solutions.
• Collaborate with LAN technicians and network administrators to maintain the stability and performance of the desktop computing environment.
• Support computer data communications systems with a solid understanding of networking principles and routing concepts.
• Plan and implement system upgrades evaluate hardware and software solutions and ensure optimal network functionality.
• Work closely with Tier III engineers on incident response configuration management and ongoing network maintenance.
• Install configure and maintain LAN/WAN devices to support client infrastructure needs.
• Troubleshoot and resolve technical incidents demonstrating strong diagnostic and problem-solving skills.
• Ensure timely completion of tasks in accordance with Service Level Objectives/Agreements (SLOs/SLAs).
• Create and execute standard network change requests as part of scheduled maintenance or project work.
• Provide hands-on support to Tier III network engineers during incident resolution and project implementation.
• Manage inventory and coordinate network operations including maintenance repairs and hardware/software upgrades.
• Demonstrate working knowledge of Layer 2 switching concepts including VLAN configuration and port security.
• Support end-user workstation software resolving issues as needed to maintain productivity.
• Handle incoming service requests via phone email instant message and voicemail ensuring timely and accurate response.
• Document all desktop equipment issues including failures repairs installations and removals with a high degree of accuracy.
• Maintain detailed records of incident ticket updates and resolutions in the designated tracking system.
• Interface with third-party vendors and support providers when necessary to resolve equipment-related issues.
• Troubleshoot and resolve issues related to Common Access Cards (CACs) CAC readers and PKI certificates.
• Address problems involving VPN connectivity Microsoft Outlook and general network access.
• Use Active Directory to manage and support user accounts including permissions and group memberships.

BASIC QUALIFICATIONS:

• 5 years of experience in computer networking which can be a combination of work history and education
• Compliance with Department of Defense (DoD) 8570 Information Assurance Technical (IAT) Level 2.
• Possess an active DoD Secret security clearance.
• Ability to work independently and in a collaborative environment
• Familiarity with ServiceNow and/or Remedy
• Familiarity with iPhone provisioning
• Layer 1 network experience (CAT5/6 SM/MM Fiber Serial cables SFP)
• Experience working with Senior Leaders

PREFERRED QUALIFICATIONS:

• Strong communication skills (both verbal and written).
• Comfortable discussing technical information with users and other support personnel.
• Strong problem solving and decision-making skills.
• Ability to work autonomously as well as an integral member of a team.
• Pentagon experience to include working with DISA JSP and Whitelisting.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (I-9) upon hire. KaylaTek participates in the DHS e-Verify program. KaylaTek also conducts background checks (criminal education prior employment and professional certifications/licensing) on all candidates post offer though PROScreening LLC.

The Air Force National Capital Regional (AFNCR) IT Services Contract also requires pre-employment drug testing and annual drug testing for all hires to work on contract with the Air Force. This is at no cost the candidate/employee

Required Experience:

Unclear Seniority