Walk up Help Desk - Desktop 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.

Employee Benefit Offerings

A robust benefits package to include Medical, Dental, Vision, Health Savings Account, FSA, 401(k) with company matching, Short-Term and Long-Term Disability, Life and AD&D Insurance, Paid Time Off, 11 Paid Holidays, Employee Assistance Program (EAP), Professional Development Program, Military Leave Support, Referral bonuses and more!

Location: Joint Base Anacostia Bolling (JBAB), Washington, DC

Shift: Day Shift Core hours: 6 am - 6 pm;

Position Summary: The Walk-Up Help Desk Desktop Specialist provides in-person technical support at Joint Base Anacostia-Bolling (JBAB). This role serves as the first point of contact for customers seeking immediate assistance and requires a professional who is approachable, customer-focused, and confident troubleshooting common desktop and account-related issues. The ideal candidate communicates clearly, documents issues accurately, and helps ensure customers receive timely, effective support.

Certifications required:

• Requires a current 8140 IAT Level II (Intermediate or Advanced) certificate (CompTIA Security+).

Security Clearance

• Active DOD Secret clearance (final)

Essential Job Functions

• Customer Support: Greet walk-up customers promptly, listen actively, and serve as a positive, professional representative of the IT support team.
• Issue Intake and Triage: Gather relevant user information, contact details, and technical symptoms to assess each request and determine the appropriate next step.
• Ticketing and Documentation: Open, update, and route trouble tickets in BMC Remedy with clear, accurate notes that support timely resolution.
• Tier 1 Troubleshooting: Resolve common issues at the point of service, including password resets, account unlocks, peripheral checks, and basic desktop troubleshooting.
• Communication: Explain technical information in clear, user-friendly language and provide status updates or next steps when issues require escalation.

Basic Qualifications

• Customer-Focused Presence: Demonstrates patience, empathy, and adaptability in a dynamic, face-to-face support environment.
• Professionalism Under Pressure: Remains calm, courteous, and professional when assisting frustrated users or handling urgent support needs.
• Security Clearance: Must possess or be able to maintain an active Secret security clearance.
• Certification: Security+ certification is required or must be obtained as directed by program requirements.

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.

MUST BE A US CITIZEN

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.

EQUAL OPPORTUNITY EMPLOYER

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.

E-VERIFY AND BACKGROUND CHECKS

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 participates in the DHS e-Verify program. KaylaTek also conducts a background check on all candidates post offer though PROScreening LLC.