Service Desk Field Technician

• In person, with possibility of support at Assessors or VIP residences

The
Service Desk Field Technician
serves as the frontline technical support professional for the organization, bridging the gap between end-users and complex IT infrastructure. This role provides Tier I and II support, diagnosing and resolving hardware, software, and peripheral issues directly at the user's workspace or remotely. The candidate plays a crucial role in maintaining endpoint compliance, deploying new hardware and software assets, and ensuring that personnel have reliable, secure access to their required systems.

• Incident & Request Resolution.Provides rapid, professional technical support for desktops, laptops, mobile devices, and peripherals; uses the enterprise ticketing system (e.g., "Service Now") to track, elevate, and resolve user issues.
• Endpoint Lifecycle Management.Images, deploys, and recovers IT hardware; ensures that gold images and software deployments adhere to baseline security standards prior to deployment.
• Compliance & Patching.Assists in verifying that all endpoints receive necessary patches and antivirus updates; remediates non-compliant workstations identified by vulnerability scans.
• Physical Infrastructure Support.Assists network and systems teams with physical racking, cabling, and basic hardware troubleshooting in server rooms or telecommunications closets as directed.
• User Training & Outreach.Educates users on basic IT security practices, safe handling of classified materials on digital systems, and usage of enterprise software tools.
• Documentation.Updates asset inventory databases, contributes to the Service Desk knowledge base, and documents workaround solutions for recurring technical issues.

• Bachelor's degree in IT with 4 years experience or HS and 8-10 years of experience.
• Minimum 6 years of experience in an IT helpdesk, service desk, or field support role.
• Demonstrated hands-on experience troubleshooting Windows 10/11 operating systems, Microsoft Office 365, and standard enterprise applications.
• Understanding of basic networking concepts (IP addressing, DNS, DHCP) and Active Directory user management.
• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical staff.
• DoD 8570/8140 certification at [IAT Level I or II] (e.g., A+ CE, Security+ CE).
• Active TS with SCI eligibility clearance.

• Experience deploying and managing endpoints in a virtualized desktop (VDI) environment.
• Familiarity with endpoint management tools (e.g., SCCM, MECM).