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 Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer great benefits – Competitive Paid Time Off, Medical, Dental and Vision Insurance, Identity Theft Protection, Legal Resources Coverage, 401(k) with company matching with NO vesting period.  ITC Health benefits have a $0 premium for certain plans for eligible employees.

We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

AAEO & VEVRAA

ITC is an Affirmative Action/Equal Opportunity employer and a VEVRAA (Vietnam Era Veterans' Readjustment Assistance Act) Federal Contractor. As such, any personnel decisions (hire, promotion, job status, etc.) on applicants and/or employees are based on merit, qualifications, competence, and business needs, not on race, color, citizenship status, national origin, ancestry, sexual orientation, gender identity, age, religion, creed, physical or mental disability, pregnancy, childbirth or related medical condition, genetic information of the employee or family member of the employee, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.

ITC maintains a strong commitment to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As a part of our VEVRAA compliance efforts, ITC has established an affirmative action plan that outlines our commitment to the recruitment, hiring, and advancement of protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary, and it will not impact your eligibility for employment.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to consider you for a position.  If you need alternative application methods, please email [email protected] and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [email protected].