Secret-Cleared IT Desk Technician | End-User Support Pro

Location:
Rosslyn, VA,

Clearance:
Secret

The Desktop Technician provides technical support for end-user computing devices, including desktops, laptops, and peripherals. This role is responsible for troubleshooting hardware and software issues, performing installations and upgrades, and ensuring systems operate efficiently. The Desktop Technician requires strong customer service skills, attention to detail, and the ability to work in a fast-paced environment to resolve technical problems promptly.

Duties include:

• Provide technical support for desktops, laptops, and peripheral devices, including printers and scanners.
• Diagnose and resolve hardware and software issues for end-users.
• Install, configure, and maintain operating systems, applications, and security updates.
• Perform routine maintenance and upgrades to ensure optimal system performance.
• Respond to service requests and incidents through ticketing systems, ensuring timely resolution.
• Assist with onboarding and offboarding processes, including device setup and data migration.
• Maintain inventory of IT equipment and track asset assignments.
• Collaborate with other IT teams to address network connectivity and system integration issues.
• Document troubleshooting steps and resolutions for knowledge base updates.
• Provide training and guidance to end-users on basic IT practices and tools.

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• CompTIA A+ certification or equivalent technical certification preferred.
• 3 years of experience with Windows and macOS operating systems, as well as common productivity software (e.g., Microsoft Office Suite).
• 3 years of experience with Active Directory for user account management and permissions.
• HDI Customer Service Representative Certification
• Service Now Certified Implementation Specialist – IT Service Management
• CompTIA Network+
• Strong troubleshooting and problem-solving skills for hardware and software issues.
• Familiarity with IT service management (ITSM) tools and ticketing systems.
• Excellent communication and customer service skills to interact effectively with end-users. Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Knowledge of basic networking concepts, including IP addressing and Wi-Fi troubleshooting.
• Ability to lift and transport IT equipment as needed (e.g., desktops, monitors, printers).

• Desktop Technician – Mid Level

• Provide technical support for desktops, laptops, and peripheral devices, including printers and scanners.
• Diagnose and resolve hardware and software issues for end-users.
• Install, configure, and maintain operating systems, applications, and security updates.
• Perform routine maintenance and upgrades to ensure optimal system performance.
• Respond to service requests and incidents through ticketing systems, ensuring timely resolution.
• Assist with onboarding and offboarding processes, including device setup and data migration.
• Maintain inventory of IT equipment and track asset assignments.
• Collaborate with other IT teams to address network connectivity and system integration issues.
• Document troubleshooting steps and resolutions for knowledge base updates.
• Provide training and guidance to end-users on basic IT practices…