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…