Desktop Support Technician

Desktop Support Technician

The Desktop Support Technician provides hands-on, onsite technical support for Windows-based end user systems in a secure customer environment. This role focuses on new user onboarding, desktop hardware and software support, and coordination with other IT teams through ticket submission and escalation. The technician will serve as a frontline technical resource, ensuring end users are properly equipped, configured, and supported to perform their mission.

Key Responsibilities:

• Configure, image, and deploy Windows-based desktops for new users
• Assist new users with system setup, initial login, and required software access
• Install, configure, and troubleshoot desktop hardware (workstations, monitors, peripherals, printers)
• Install, update, and troubleshoot approved software applications
• Diagnose and resolve common desktop issues related to operating system, applications, and hardware
• Submit, track, and update IT service tickets for additional needs, issues, or escalations
• Coordinate with system administrators, network teams, and cybersecurity staff as needed
• Replace or repair faulty hardware components in accordance with customer procedures
• Ensure systems comply with security and configuration standards
• Maintain clear documentation of work performed and issues encountered
• Provide professional, customer-focused support in a secure, mission-oriented environment

Required Qualifications:

• 5 years of relevant experience
• Experience supporting Windows desktop environments
• Familiarity with desktop hardware installation and troubleshooting
• Experience using ticketing systems to document and track issues
• Strong customer service and communication skills
• Ability to work effectively in a 100% onsite secure environment
• Attention to detail and adherence to security policies and procedures

Preferred Qualifications:

• Bachelor's degree in IT relevant field
• 10 years of relevant experience
• Prior experience in a government customer facing environment
• Experience supporting user onboarding and system provisioning
• Basic understanding of Active Directory or enterprise IT environments
• Relevant certifications (e.g., CompTIA A+, Security+, or equivalent)

Work Environment:

• Onsite support at a secure customer facility
• Standard business hours with potential for mission-driven schedule changes
• Hands-on technical work with end user systems and equipment