Desktop Support Subject Matter Expert (SME)

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.   

IT Concepts is looking for a highly skilled Desktop Support Subject Matter Expert (SME) to provide third-level support for the agency-developed Microsoft Windows desktop environment. The ideal candidate will assist in maintaining the desktop image for workstations, laptops, and tablets, as well as collaborate with technicians in troubleshooting and testing configuration issues. 

Responsibilities: 

• Maintain and support the current operating system and agency-developed desktop image for Microsoft Windows workstations, laptops, and tablets. 

• Provide third-level support for problem records submitted in the Change, Asset, and Problem Reporting System (CAPRS) or ServiceNow by end-users and representatives. 

• Assist in testing and troubleshooting image development and configuration issues as assigned. 

• Participate in problem management reporting, resolution, and documentation within CAPRS or ServiceNow for the desktop environment. 

• Monitor and manage the queue of problem tickets assigned via CAPRS or ServiceNow, ensuring timely resolution. 

• Document all steps taken to resolve problems in the CAPRS or ServiceNow records daily. 

• Conduct technical reviews of application and configuration changes through the DIET Change Control Board (CCB) process. 

• Test required application and configuration changes for the desktop image as assigned by the DIET CCB process. 

• Prepare and submit required documentation, including: 

• DIET CCB process documentation  

• Documentation of configuration or procedural changes performed during troubleshooting and problem resolution  

• Documentation of test results  

• Carry a pager and respond to pages as indicate. 

• Participate in the component's rotating pager coverage. 

• Travel within the Continental United States as required (estimated 10 trips per year, 1-5 days each). 

Location: Woodlawn MD, Hybrid, 2-5 days on site 

Salary Range: $82,000 - $88,000 yearly

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience. 

• Minimum of 8 years of experience in related fields 

• Proven experience with the Change, Asset, and Problem Reporting System (CAPRS), ServiceNow or similar ticketing systems. 

• Strong troubleshooting and problem-solving skills related to desktop environments. 

• Experience in image development and configuration for Microsoft Windows operating systems. 

• Familiarity with the DIET Change Control Board (CCB) process and documentation requirements. 

• Excellent verbal and written communication skills. 

• Ability to work independently and as part of a team. 

• Willingness to travel as needed. 

Clearance requirements: 

Must be able to obtain and maintain a Public Trust clearance  

Preferred qualifications: 

Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus. 

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top P