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Desktop Support - (Secret Clearance)

KaylaTek, Inc. | Dept Air Force Pentagon DC 20330 USA | Full Time | Posted: 05/07/2021

Job Descriptiontop

Position Description

KaylaTek has an exciting Desktop Support opportunity supporting the recently awarded AFNCR contract. This is a high visibility position supporting a premier Air Force contract as part of the Silver Support Team Staff. 

Essential Job Functions:


    • Answer calls, emails, and service tickets providing Level I or Level II troubleshooting and support.
    • Must have hardware, software, and network troubleshooting skills.
    • Be able to identify customer needs and provide the steps and/or direction necessary to resolve problem(s) in a changing Information Technology environment.
    • Must follow company and/or customer procedures as needed or where provided and maintain best security or business practices.
    • Provide knowledgeable IT Hardware, Software, and Networking Support.
    • Time to Answer within Service Level Agreement (SLA)
    • Call Handling Time within SLA
    • First Call Resolution within SLA
    • Professionalism / Knowledge
    • Adherence to Procedures
    • Follow up on open calls/service tickets daily
    • Provide excellent customer service
    • Accurately code and update call information in ticket system(s)
    • Complete administrative tasks as needed within timeline given
    • Work constructively within a team environment


Job Requirementstop

Basic Qualifications:

  • High School diploma or equivalent and 2+ years of prior relevant experience.
  • Must have an Active Final DOD Secret Clearance
  • Currently possess DoD IAT Level II certification, Security+CE or higher. 
  • Experience with DoD Risk Management Framework (RMF). 

Preferred Qualifications:

  • 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.

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.



KaylaTek is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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 upon hire. KaylaTek also participates in e-Verify.

Job Detailstop

Location Dept Air Force Pentagon, DC, 20330, United States
Travel Required 1% of the time
Categories Computer Software, Computer Hardware, Customer Service & Help Desk
Ctznship Statuses Eligible to work in USA
Sec Clearances Secret
Experience Years 2 yrs
Pref Degree High School
Certifications Security + Certification Required

Location Maptop

Contact Informationtop

Contact Name Teresa Drwiega
How to apply A resume is required to apply to this job. Applications are sent to employer via email. Click on the link below and follow instructions.
Apply Click Here (apply to job)
Primary Phone 703-896-7697
Job Code 2021-06