Desktop​/Field Support Technician

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.

• medical
• dental, and vision insurance
• 401(k) retirement plan
• paid time off
• paid parental leave
• life and disability insurance
• flexible spending accounts
• commuter benefits and tuition reimbursement.

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.

• 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

• 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

• 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

• 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…