Deskside Support Technician

Deskside Support Technician

The Deskside Support Technician will provide onsite technical support services in compliance with federal contract requirements, agency security standards, and organizational IT policies. This role supports end users with workstation hardware, software, and enterprise platforms, including specialized support for executive leadership requiring white-glove service. The position also includes responsibility for technical documentation, SOP development, and audio/visual (A/V) technology support.

Core Responsibilities

• Provide deskside support and troubleshooting for laptops, desktops, mobile devices, printers, peripherals, and workstation equipment.
• Install, configure, secure, update, and troubleshoot Windows 11 systems in alignment with federal guidelines.
• Support Azure AD identity and access management, including group assignments, MFA, and authentication troubleshooting.
• Provision, manage, and support devices through Microsoft Intune, including compliance enforcement, application deployment, and lifecycle management.
• Support Office 365 applications including Outlook, Teams, SharePoint, OneDrive, and related productivity tools.
• Deliver white-glove technical support to executive committee members, ensuring rapid response, high professionalism, and minimal disruption.
• Provide A/V setup, troubleshooting, and support for conference rooms, hybrid meetings, town halls, and executive sessions (Teams, Zoom, advanced A/V equipment).
• Execute onboarding/offboarding procedures including account creation, access provisioning, device setup, and documentation updates.
• Develop, maintain, and update SOPs, technical documentation, knowledge base articles, and contract-required deliverables.
• Manage and document service requests, incidents, and resolutions in the designated ITSM system in alignment with contract service-level agreements.
• Conduct asset management, inventory tracking, and support equipment audits according to federal and contract guidelines.
• Maintain a professional, customer-focused demeanor consistent with agency standards for service delivery.

Required Qualifications

• Minimum 2 years of deskside or enterprise IT support experience, preferably in federal or regulated environments.
• Proficiency with Windows 11 administration and diagnosis.
• Hands-on experience with Azure Active Directory identity and access management.
• Experience supporting devices using Microsoft Intune.
• Working knowledge of Office 365 applications and basic administrative functions.
• Experience delivering white-glove support to senior leadership or executive-level personnel.
• Experience with audio/visual technologies including conference room systems, video conferencing platforms, and meeting support.
• Ability to produce accurate and clear documentation, SOPs, and technical guides.
• Familiarity with networking fundamentals including DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Ability to lift and move IT hardware as required.
• Ability to obtain and maintain a Public Trust clearance.

Preferred Qualifications

• Experience supporting federal agencies or working under federal IT security standards.
• Experience with ITSM platforms (ServiceNow).
• Experience with enterprise A/V systems or conference room technology.

Core Competencies

• Strong customer-service orientation and communication skills.
• Ability to work independently and meet contract performance standards.
• High attention to detail, particularly in documentation and compliance activities.