Desktop Support II

At Tlingit Haida Tribal Business Corporation (THTBC), your work goes beyond the job description—it becomes part of a purpose-driven legacy. Our continuous commitment to growth directly contributes to the strength, resilience, and future of the communities we serve. Every milestone we achieve helps fund programs, expand services, and create lasting value for the Tribe, making each success a shared one.

For more than 35 years THTBC and its subsidiaries have delivered mission-critical services to federal clients globally. From logistics and information technology to cybersecurity and facilities operations, we are united by a single purpose: to generate meaningful economic opportunity and sustainable growth for the Tlingit & Haida Tribes of Alaska.

Together We Grow – One Mission, One Team – With a Commitment to Serve

Subsidiary: T&H Solutions

Job Title: Desktop Support II

Work Location: AFNCR – Pentagon, Washington DC

Labor Category: Full-Time | Exempt

Clearance Level: Secret

Travel Requirement: up to 25%

Annual Salary: $67,000-$74,000

Scope of Work:

The primary purpose of this position is to provide Tier 2 technical support for desktop hardware, software, printers, and enterprise applications. This role is responsible for troubleshooting and resolving technical issues, supporting end users both remotely and in person, managing incident and service request tickets, and ensuring timely restoration of services in accordance with contract performance requirements while delivering exceptional customer service.

Responsibilities:

Administer enterprise Windows endpoint environments.

Manage Active Directory, Group Policy, and identity and access controls.

Support endpoint management platforms (e.g., MECM/SCCM, Microsoft Intune).

Implement technical changes in accordance with security, configuration, and change management requirements.

Coordinate with Tier III engineers to resolve enterprise-wide incidents and support large-scale deployments, updates, patches, and technology rollouts.

Assist with account, system, and enterprise device administration while documenting resolutions and maintaining technical knowledge articles.

Resolve escalated Tier II incidents requiring advanced technical expertise in workstation, mobility, network, and enterprise endpoint support.

Analyze and resolve complex technical issues affecting mission operations.

Exercise independent judgment in diagnosing and resolving issues that cannot be addressed through standard procedures.

Troubleshoot and resolve complex issues involving Windows, macOS, iOS, Android operating systems, enterprise applications, and endpoint management tools.

Diagnose and resolve network connectivity issues using networking fundamentals, network diagnostic tools, VPN technologies, and enterprise mobility/device management solutions.

Perform device imaging, configuration, provisioning, patching, hardware installation, repair, replacement, and onsite support.

Perform onsite hardware installation, maintenance, repair, replacement, and equipment setup, including safely lifting and moving equipment up to 50 pounds as required.

Serve as the primary escalation point for Tier II issues.

Serve as the technical escalation point for complex endpoint issues, as able.

Develop and maintain standard operating procedures (SOPs), technical documentation, and knowledge base articles.

Mentor Tier I and Tier II technicians by providing technical guidance and support on complex issues.

Deliver exceptional customer service to staff, management, and executive-level (VIP) users while consistently meeting established quality standards and service level expectations (SLAs).

Effectively manage time-sensitive and high-priority support requests for executive leadership, while demonstrating sound judgment, professionalism, and clear communication.

Provide professional, customer-focused technical support to staff, management, and executive leadership while collaborating effectively with cross-functional IT teams.

Adhere to company policies, procedures, security requirements, and safety regulations.

Perform other duties as assigned.

Requirements:

Minimum of five (5) years of general information technology experience, including at least three (3) years of specialized experience supporting desktop systems in a field operations environment.

Specialized experience must include knowledge of PC operating systems (e.g., Microsoft Windows), desktop hardware, networking concepts, email systems, and troubleshooting end-user hardware and software issues.

Must possess an active Secret security clearance.

Must possess a current CompTIA Security+ certification.

Associate degree in Computer Science, Information Systems, Information Technology, Engineering, Software Engineering, Programming, Business, Finance, Mathematics, Natural Sciences, Social Sciences, or a related discipline, or an applicable certificate from an accredited training institution.

Education and experience may be substituted as follows:

Bachelor's degree in one of the disciplines listed above and four (4) years of general experience, including at least two (2) years of specialized experience; or

No degree and eight (8) years of general experience, including at least six (6) years of specialized experience.

Demonstrated verbal and written communication skills with a strong customer service orientation.

Experience supporting Microsoft Windows desktop environments, email systems, and enterprise applications is preferred.

Must possess and maintain a valid state driver’s license and a safe driving record, in accordance with company policy, to operate vehicles or equipment as required for the position.

Physical Demands / Work Environment:

Frequent use of computers, keyboards, monitors, telephones, and other office equipment for extended periods.

Ability to lift and carry computer equipment, monitors, printers, and related hardware weighing up to 50 pounds.

Physical requirements include (but are not limited to) lifting, pushing, pulling, carrying, stooping, bending, squatting, reaching, and climbing as needed to install, repair, or replace equipment.

Must be able to work on-call, alternate, and extended shift schedules when necessary to meet mission requirements, including evenings, weekends, and holidays.

Work is primarily performed in an office or customer worksite environment but may require travel between facilities and occasional work in server rooms, equipment closets, or other operational areas.

Must be able to work safely around electronic equipment while following all applicable safety procedures and wearing appropriate personal protective equipment (PPE) when required.

US Pay Range$67,000—$74,000 USD

Why Us?

At Tlingit Haida Tribal Business Corporation (THTBC), our work goes beyond delivering exceptional services—we are driven by a mission to create meaningful impact. When you join our team, you become part of an organization that values purpose, performance, and people.

We offer the opportunity to work in dynamic, fast-paced environments where your contributions directly impact mission success. Our teams are built on collaboration, accountability, and a commitment to excellence, ensuring you are supported while being challenged to grow.

Join us and be part of a team where your work matters.

Benefits

We offer a comprehensive and flexible benefits package designed to support your health, well-being, and financial security. Benefits include:

Medical, Dental, and Vision coverage

TRICARE Supplemental

Critical Illness insurance

Company-Paid Life and Short-Term Disability insurance

Optional Long-Term Disability

Paid Leave

401(k) Retirement Plan

Identity Theft Protection

Employee Discounts

Wellness Seminars

For union represented positions, benefits and leave are provided in accordance with the applicable Collective Bargaining Agreement.

Pre-Employment Screening: All candidates must successfully complete pre-employment screening, which may include a criminal background check, motor vehicle record review, and 5-panel drug screening, in accordance with company policy and applicable laws.

Equal Employment Opportunity: We are proud to be an equal opportunity employer and are committed to full compliance with all applicable federal, state, and local employment laws. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, gender identity or expression, age, marital status, sexual orientation, veteran status, disability, pregnancy, parental status, or any other status protected by applicable law.

Reasonable Accommodation: If you have a disability or medical condition and require a reasonable accommodation at any stage of the hiring process, please notify the designated recruiter so we can provide appropriate assistance.

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