Desktop Support Technician - TIER 2

POSITION SUMMARY

We are seeking a customer-focused and technically skilled Desktop Support Technician – TIER 2 to provide hands‑on support for end‑user computing devices within a secure federal environment. This role is responsible for supporting desktops, laptops, printers, mobile devices, and related peripherals while ensuring users receive timely and effective technical assistance.

The Desktop Support Technician performs hardware and software troubleshooting, workstation deployments, user onboarding activities, account support, and device configuration in accordance with organizational IT and cybersecurity standards. The ideal candidate will possess strong customer service skills, solid technical troubleshooting abilities, and experience supporting enterprise desktop environments.

This is an ON‑SITE role in Alexandria, VA.

• Provide hands‑on technical support for desktops, laptops, printers, mobile devices, and peripheral equipment
• Troubleshoot and resolve hardware, software, and connectivity issues for end users
• Install, configure, and maintain Windows operating systems and standard business applications
• Support Microsoft 365 applications and related end‑user technologies
• Perform workstation imaging, setup, deployment, and replacement activities
• Assist with user onboarding and off‑boarding processes, including equipment provisioning and account setup
• Support password resets, account unlocks, and routine access‑related requests
• Diagnose hardware failures and coordinate repair or replacement activities as needed
• Install and configure printers, scanners, docking stations, monitors, and other peripheral devices
• Maintain accurate asset inventory and device tracking records
• Document support activities, troubleshooting steps, and resolutions within the ITSM/ticketing platform
• Escalate unresolved or complex issues to senior technical teams as appropriate
• Follow established IT security policies, device management procedures, and federal compliance requirements
• Provide professional, courteous, and responsive customer support to users at all levels of the organization
• Ability to work fully on‑site
• Occasional after‑hours support

• 2–3 years of experience in desktop support, technical support, or help desk environments
• Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
• ACTIVE – Secret or higher‑level security clearance
• Experience supporting:
  • Windows desktop and laptop environments
  • Microsoft Office / Microsoft 365 applications
  • Basic network and connectivity troubleshooting
  • IT ticketing and service management systems
• Familiarity with desktop imaging and deployment processes
• Strong troubleshooting and problem‑solving skills
• Excellent customer service and communication abilities
• Ability to work independently and as part of a team in a fast‑paced support environment on site in Alexandria, VA

• CompTIA A+ certification
• Experience with endpoint management tools such as Microsoft Intune, SCCM, or similar platforms
• Familiarity with Active Directory user support and account administration

Inquis

IT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Inquis

IT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

* The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.