Desktop Support Technician | Onsite DC | Public Trust

Job Summary

Type of

Requisition :
Regular Clearance Level Must Currently Possess:
Other Clearance Level Must Be Able to Obtain:
None Public Trust/Other

Required:

BI Full 6C (T4) Job Family:
Technical Support Services

Job Qualifications:

Skills:

Computer Hardware, Customer Service, End User Support, Microsoft Office, Troubleshooting

Certifications:

None

Experience:

3 + years of related experience US Citizenship

Required:

Yes

Job Description:

ONSITE DESKTOP SUPPORT TECHNICIAN - WASHINGTON, DC JOB SUMMARY The Onsite Desktop Support Technician provides hands-on technical support to end users in a fast-paced enterprise environment. This role is responsible for troubleshooting and resolving desktop, laptop, peripheral, software, connectivity, and endpoint-related issues while delivering a high level of customer service. The technician will work directly with users and must be able to explain technical issues and solutions clearly to both technical and non-technical audiences.

Success in this role requires strong troubleshooting skills, professionalism, responsiveness, and a customer-focused approach.

• Configure, install, maintain, and support desktops, laptops, monitors, printers, docking stations, mobile devices, and other end-user peripherals.
• Troubleshoot and resolve hardware, software, operating system, network connectivity, authentication, VPN, and peripheral-related issues.
• Provide onsite support for Windows 11, Microsoft 365, Teams, One Drive, enterprise applications, and approved customer software.
• Diagnose hardware and software failures, communicate remediation plans to users, and provide timely status updates through resolution.
• Reimage, configure, and deploy laptops and desktops, including replacement and refresh equipment.
• Support workstation moves, office relocations, equipment installations, and other onsite technology requirements.
• Configure endpoint devices for secure operation, including required software, security updates, patches, and enterprise configurations.
• Provide remote technical assistance using approved remote-support tools when appropriate.
• Document all incidents, service requests, troubleshooting activities, and resolutions in Service Now.
• Ensure ticket records accurately capture the issue, actions performed, resolution, user information, and completion details.
• Manage assigned incidents and service requests in accordance with established service levels and escalation procedures.
• Provide advanced troubleshooting and support for issues escalated from the Service Desk.
• Track the deployment, relocation, recovery, and disposition of IT assets using approved asset management systems and processes.
• Retrieve equipment from departing users for inventory processing, reimaging, reassignment, or disposition.
• Support endpoint inventory, software distribution, patching, security maintenance, and other desktop operations activities.
• Provide onsite technical support for executives, VIPs, and other high-priority users as required.
• Develop and maintain end-user documentation, job aids, knowledge articles, and technical support procedures.
• Follow established security, ITSM, asset management, and customer support policies and procedures.
• Participate in technology refreshes, office moves, deployments, special projects, and other operational initiatives.
• Support continuous improvement by identifying recurring issues, documenting solutions, and sharing knowledge with other support personnel.
• Maintain a professional appearance and demeanor while providing courteous, timely, and effective customer service.

Education:

Associate degree in Information Technology or a related discipline with 1+ year of relevant experience, or 3+ years of relevant IT support experience in lieu of a degree.

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