Desktop Support Technician

About the Role

Provide Tier II computer support to users at a federal IT company focused on making customer experience (CX) the center of every government solution. We value both technology and people, fostering a collaborative environment where teamwork and employee happiness drive success.

Responsibilities

• Provide on-site client hardware and software desk-side support and remote support for teleworkers, ensuring minimum user downtime.
• Install and troubleshoot computers, multi-function devices, printers, and peripherals using documented incident models.
• Install and troubleshoot software packages in a primarily Microsoft Windows-based environment, including some iOS devices.
• Resolve tickets independently, manage multiple priorities, and follow through on customer engagement.
• Provide one-on-one training and assistance with account setup, data backup, recovery, and general IT services usage.
• Ensure actions align with documented processes and procedures to meet or exceed operational Service Level Agreements (SLAs).
• Communicate effectively with users and technical support, both in person and by phone.
• Lift and move IT equipment up to 35 lbs between rooms, facilities, and vehicles.
• Support client technologies, including Microsoft Windows and iOS operating systems.
• Initiate, maintain, and closeout scheduled Video Teleconferencing (VTC) sessions, troubleshoot issues, and coordinate with government staff.
• Provide install services for desktop and laptop computers across the enterprise, implementing standard methodologies and installation procedures (e.g., STIGS, images).
• Train users to operate new systems and equipment effectively.

Requirements

• Associate's Degree in a computer-related field (Bachelor's degree desired).
• CompTIA A+ or Help Desk Institute certification (preferred).
• At least 2 years of desktop and computer peripheral support/troubleshooting experience.
• Working knowledge of Microsoft Windows 7, Microsoft Office Suite 2010, Internet Explorer/Google/Mozilla, Microsoft Active Directory, and third-party applications such as Adobe.

Benefits

Employment is contingent upon successful completion of a background investigation. Learn more about our benefits and culture.