Desktop Support Technician | Onsite DC | Eligible for Public Trust

Provides hands-on desktop and technical support for end-user hardware and software within a dynamic enterprise environment. Troubleshoots and resolves issues related to laptops, desktops, and peripherals while delivering timely, professional, and customer-focused support.

This role requires direct interaction with users; therefore, strong communication skills are essential. The technician must be able to translate technical concepts into clear, user-friendly language while maintaining a high standard of customer service, professionalism, and responsiveness.

• Provide onsite and remote support for desktops, laptops, and peripherals (printers, monitors, docking stations, etc.)
• Diagnose and resolve hardware, software, and connectivity issues
• Communicate technical issues and remediation steps clearly to end users
• Provide timely updates and ensure resolution meets customer expectations

• Configure, install, and deploy desktops, laptops, and peripherals
• Perform system imaging, re-imaging, and new equipment deployments
• Install and configure operating systems, applications, and security software
• Ensure devices are compliant with organizational security and patching standards

• Troubleshoot and support enterprise applications and Microsoft Office suite
• Support applications interacting with backend servers and third-party systems
• Provide guidance on general system usage and best practices

• Track and manage IT assets (laptops, desktops, peripherals) within inventory systems
• Coordinate equipment relocation, reassignment, and recovery from departing users
• Maintain accurate asset records and lifecycle status updates

• Document all incidents, requests, and resolutions in ServiceNow
• Ensure tickets include complete details: issue, resolution, user, timestamps, and satisfaction
• Develop and maintain end-user documentation, SOPs, and knowledge base articles

• Configure devices for secure operation, including updates, antivirus, and policy enforcement
• Support patch management and vulnerability remediation efforts
• Follow all organizational IT policies and procedures

• Provide support for escalated issues from Service Desk (Tier I/II)
• Collaborate with engineering, network, and security teams for issue resolution
• Participate in special projects and operational initiatives

• Provide virtual assistance using tools such as Bomgar and Apple Remote Desktop

• Maintain high customer satisfaction through professionalism, timeliness, and quality support
• Work effectively under pressure and manage multiple priorities
• Contribute to continuous process improvement and operational efficiency

• Associate’s degree in IT or related field
  OR
• 3+ years of relevant IT experience in lieu of degree

• 3+ years of desktop support experience in enterprise environments
• Hands-on experience supporting:
  • Windows (10/11 preferred)
  • Microsoft Office / Microsoft 365
• Experience with IT ticketing systems (preferably ServiceNow)
• Strong troubleshooting skills across hardware, software, and basic networking
• Excellent written and verbal communication skills

• ITIL Foundation (or ability to obtain within 6 months)

• Microsoft Certified: Windows / Endpoint Administrator
• CompTIA A+
• CompTIA Network+
• CompTIA Security+

• Customer Service Excellence
• Technical Troubleshooting & Problem Solving
• Communication & User Engagement
• Time Management & Prioritization
• Attention to Detail & Documentation Discipline
• Team Collaboration & Adaptability