Desktop Support Technician | Onsite DC | Eligible for Public Trust

Public Trust: BI Full 6C (T4)

Requisition Type: Regular

Your Impact

Own your opportunity to work alongside federal civilian agencies. Make an impact by delivering solutions that improve citizen services millions depends on.

Job Description

ONSITE DESKTOP SUPPORT TECHNICIAN – WASHINGTON, DCJOB SUMMARY

The Onsite Desktop Support Technician provides hands-on technical support to end users in a fast-paced enterprise environment. This role is responsible for troubleshooting and resolving desktop, laptop, peripheral, software, connectivity, and endpoint-related issues while delivering a high level of customer service.

The technician will work directly with users and must be able to explain technical issues and solutions clearly to both technical and non-technical audiences. Success in this role requires strong troubleshooting skills, professionalism, responsiveness, and a customer-focused approach.

JOB RESPONSIBILITIES

● Configure, install, maintain, and support desktops, laptops, monitors, printers, docking stations, mobile devices, and other end-user peripherals.

● Troubleshoot and resolve hardware, software, operating system, network connectivity, authentication, VPN, and peripheral-related issues.

● Provide onsite support for Windows 11, Microsoft 365, Teams, OneDrive, enterprise applications, and approved customer software.

● Diagnose hardware and software failures, communicate remediation plans to users, and provide timely status updates through resolution.

● Reimage, configure, and deploy laptops and desktops, including replacement and refresh equipment.

● Support workstation moves, office relocations, equipment installations, and other onsite technology requirements.

● Configure endpoint devices for secure operation, including required software, security updates, patches, and enterprise configurations.

● Provide remote technical assistance using approved remote-support tools when appropriate.

● Document all incidents, service requests, troubleshooting activities, and resolutions in ServiceNow.

● Ensure ticket records accurately capture the issue, actions performed, resolution, user information, and completion details.

● Manage assigned incidents and service requests in accordance with established service levels and escalation procedures.

● Provide advanced troubleshooting and support for issues escalated from the Service Desk.

● Track the deployment, relocation, recovery, and disposition of IT assets using approved asset management systems and processes.

● Retrieve equipment from departing users for inventory processing, reimaging, reassignment, or disposition.

● Support endpoint inventory, software distribution, patching, security maintenance, and other desktop operations activities.

● Provide onsite technical support for executives, VIPs, and other high-priority users as required.

● Develop and maintain end-user documentation, job aids, knowledge articles, and technical support procedures.

● Follow established security, ITSM, asset management, and customer support policies and procedures.

● Participate in technology refreshes, office moves, deployments, special projects, and other operational initiatives.

● Support continuous improvement by identifying recurring issues, documenting solutions, and sharing knowledge with other support personnel.

● Maintain a professional appearance and demeanor while providing courteous, timely, and effective customer service.

QUALIFICATIONS

Education: Associate degree in Information Technology or a related discipline with 1+ year of relevant experience, or 3+ years of relevant IT support experience in lieu of a degree.

Required Experience and Skills:

● 3+ years of desktop, endpoint, or end-user technical support experience.

● Experience supporting Windows 10/11, Microsoft 365, laptops, desktops, peripherals, and enterprise applications.

● Experience troubleshooting hardware, software, network connectivity, VPN, authentication, and peripheral issues.

● Experience using ServiceNow or another enterprise IT service management platform.

● Strong customer service and end-user support skills.

● Strong written and verbal communication skills.

● Ability to effectively explain technical issues to non-technical users.

● Ability to work independently, prioritize multiple assignments, and perform effectively in a high-volume support environment.

● Ability to work onsite in Washington, DC.

REQUIRED CERTIFICATION

● ITIL Foundation certification or ability to obtain certification within six months of hire.

DESIRED CERTIFICATIONS

● Apple Certified Support Professional
● Microsoft Windows certification
● CompTIA A+
● CompTIA Security+
● CompTIA Network+

Work Requirements

Years of Experience

3 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Citizenship

U.S. Citizenship Required