IT Desktop Support Specialist

About the role

Trace Systems is looking for an IT Desktop Support Specialist to provide Tier II endpoint support for the USMTM CITS contract in Riyadh, Saudi Arabia. The role involves hands‑on installation, imaging, configuration, troubleshooting and lifecycle management of Windows workstations and related equipment in both classified and unclassified environments.

Key responsibilities

• Provide Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart‑card readers and other endpoint devices.
• Install, configure, test, troubleshoot, repair, replace, re‑image and relocate Microsoft Windows endpoints and approved applications.
• Use SCCM/MECM, MDT, Intune or other government‑approved tools for deployment, patching, software installation and configuration management.
• Perform manual patches and hot‑fixes when automated deployment is unavailable or unsuccessful.
• Support Microsoft Office, Outlook, Teams, approved browsers, Adobe products, CAC middleware, VPN clients and endpoint security tools.
• Troubleshoot hardware, operating systems, user profiles, certificates, authentication, printers, wired and wireless connectivity, DNS, DHCP and VPN issues.
• Assist with office moves, workstation re‑configuration, technology refreshes, cable changes and new‑user installations.
• Maintain accurate hardware, software, location, warranty, repair and lifecycle records.
• Coordinate warranty repairs, vendor support, replacement equipment and expiring warranty actions.
• Accept escalated tickets, work with Systems, Network and Cybersecurity teams to resolve issues.
• Implement approved security settings, STIG‑related changes, vulnerability remediation and endpoint compliance actions.
• Support government property accountability, inventory, transfer, sanitisation and disposal processes.

Required profile

• Active, in‑scope US Government issued Secret clearance.
• US citizenship (required by contract).
• Four (4) or more years of progressively responsible desktop, endpoint or enterprise technical support experience.
• Meets DoD 8140 qualification requirements for Work Role 411 – Technical Support Specialist, Intermediate level.
• Bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems or equivalent military communications/network training.

Required skills

• Microsoft Windows operating system
• SCCM/MECM
• Microsoft Deployment Toolkit (MDT)
• Microsoft Intune
• Microsoft Office suite (including Outlook and Teams)
• Adobe products
• CAC middleware
• VPN client software
• Endpoint security tools
• DNS and DHCP configuration
• STIG implementation and vulnerability remediation