Desktop​/Field Support Technician Security Clearance

Position: Desktop/Field Support Technician with Security Clearance
Koniag IT Systems, LLC a Koniag Government Services company, is seeking a Desktop/Field Support Technician to support KITS and our government customer Washington, DC. This position requires the candidate to be able to obtain a Public Trust. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The Desktop / Field Support Technician provides frontline desktop and field support services to CLIENT staff across the enterprise, delivering timely, professional, and effective technical assistance for end-user computing needs. This individual serves as a primary point of contact for Tier 2 desktop and field support, handling hardware and software issues, device deployment and configuration, and on-site technical assistance across CLIENT's facilities and remote workforce locations.

This role requires solid technical proficiency in enterprise desktop support, strong customer service skills, and the ability to resolve a broad range of end-user computing issues efficiently and professionally. The Desktop / Field Support Technician plays a critical role in ensuring CLIENT staff have the tools, access, and technical support they need to perform their mission effectively. This individual must demonstrate strong technical judgment, a customer-first mindset, and a commitment to security and compliance in all support activities.

While escalating complex issues to the End-User Services Lead or Senior Desktop Support staff as appropriate, this individual is expected to resolve the majority of day-to-day desktop and field support requests autonomously and within established service level objectives.

Key Responsibilities:

Desktop & Field Support:
* Provide Tier 2 desktop and field support for CLIENT staff across all locations, including CLIENT Headquarters and remote/telework environments
* Diagnose and resolve hardware and software issues for workstations, laptops, mobile devices, and peripherals in a timely and professional manner
* Perform hardware installation, configuration, replacement, and repair for end-user computing devices
* Support software installation, configuration, and troubleshooting for standard CLIENT enterprise applications and Microsoft 365 tools
* Provide on-site technical assistance at CLIENT facilities, including walk-up support, scheduled appointments, and emergency response
* Support remote workforce computing needs, including VPN connectivity, remote desktop solutions, and cloud-based productivity tools
* Escalate complex or unresolved issues to the End-User Services Lead or Senior Desktop Support staff as appropriate Device Deployment & Lifecycle Management:
* Support imaging, deployment, and configuration of new and refreshed end-user computing devices in accordance with CLIENT standards
* Execute device enrollment and management tasks in Microsoft Intune, including device compliance verification and policy application
* Assist in hardware lifecycle management activities, including device tracking, surplus processing, and disposition coordination
* Maintain accurate asset records for all end-user computing devices in the Government ITSM platform
* Coordinate with the Asset/Financial Management team on hardware inventory and lifecycle tracking activities
* Support device refresh and modernization initiatives as directed by the End-User Services Lead Service Desk Support & Ticket Management:
* Manage assigned tickets in the Government ITSM platform, ensuring accurate, complete, and timely documentation of all support activities
* Respond to and resolve Tier 2 service requests and incidents within established service level objectives
* Follow established escalation procedures for issues that cannot be resolved at Tier 2
* Contribute to the enterprise knowledge base by documenting common issues, resolutions, and workarounds
* Support Service Desk analysts with technical guidance and knowledge transfer on desktop and field support topics
* Participate in ticket queue reviews and backlog prioritization activities as directed End-User Onboarding & Offboarding:
* Support new employee onboarding by preparing, configuring, and delivering end-user computing equipment and access
* Coordinate with the Microsoft Infrastructure team and Service Desk on account provisioning and access setup for new users
* Support employee offboarding by collecting, wiping, and processing returned devices in accordance with CLIENT procedures
* Provide orientation and basic technology training to new CLIENT staff on standard enterprise tools and systems
* Maintain accurate records of onboarding and offboarding activities in the Government ITSM platform Printer & Peripheral Support:
* Install, configure, and troubleshoot network and local printers, scanners, and other peripherals across CLIENT facilities
* Manage printer driver installation and configuration for…