Desktop Technician I

About the role

The Desktop Technician I provides hands-on support across the lifecycle of end-user computing and mobile devices at Bath Iron Works, including laptops, desktops, tablets, smartphones, printers, and peripherals. The role deploys, images, configures, and repairs devices; enrolls and supports mobile devices through the mobile device management (MDM) platform; and captures and restores user data. The Desktop Technician I creates and maintains knowledge base articles as a core part of building technical proficiency and preserving team knowledge, and provides backup coverage on the scheduled on-call rotation.

Responsibilities

• Safety Leadership
  • Comply with all BIW safety and security standards while working in environments that range from administrative offices to active manufacturing and shipboard areas.
  • Identify and report hazards and follow established procedures when handling, lifting, moving, and disposing of equipment.
• Project Execution
  • Set-up, image, and configure laptops, desktops, mobile devices, and peripherals in accordance with BIW build standards and documented procedures.
  • Enroll and support mobile devices through the MDM platform, including application deployment and basic carrier coordination.
  • Participate in large hardware deployments, device refreshes, equipment moves, and operating system rollouts, executing assigned tasks to meet milestones.
  • Perform routine break/fix support and scheduled preventative maintenance, including re-imaging, data capture and restoration, hardware replacement, and cable management; escalate complex issues to Desktop Technician II.
  • Provide backup coverage on the scheduled on-call rotation as assigned.
  • Travel between sites and work at various locations as needed.
  • Other duties as assigned.
• Training and Development
  • Build working knowledge of supported hardware, operating systems, and management tools, and pursue and obtain entry-level technical certifications.
  • Learn from the guidance and mentorship of Desktop Technician II and Desktop Engineer team members, and progressively expand technical range.
• Team Collaboration and Communication
  • Receive escalations from the Service Desk and resolve routine issues; escalate unresolved or complex issues to Desktop Technician II.
  • Triage and prioritize issues by urgency according to established criteria.
  • Document all work, device, and user data accurately in the IT service management platform.
  • Communicate clearly and professionally with end users at all levels of the organization, from senior leadership to the manufacturing floor.
• Continuous Improvement
  • Create and maintain knowledge base articles for resolved issues, procedures, and user-facing quick-reference guides; this documentation is a core part of the role and supports both team knowledge and the technician’s own technical growth.
  • Identify recurring issues encountered during ticket resolution and surface them to Desktop Technician II or Desktop Engineer for broader remediation.

Requirements

• High school diploma or equivalent.
• Must be able to satisfy BIW background-check and site-access requirements.
• 2 years of hands-on IT support experience, including customer-facing troubleshooting of laptops, desktops, or mobile devices.
• Working knowledge of Windows and mobile (iOS/iPadOS and Android) operating systems, and comfort following documented technical procedures.
• Strong written communication skills, with the ability to author clear knowledge base articles and ticket documentation.

Qualifications

• Preferred
  • Coursework toward an associate’s degree in information technology, computer science, or a related field, or equivalent technical training.
  • Entry-level industry certification such as CompTIA A+ or Microsoft Endpoint fundamentals.
  • Prior exposure to enterprise endpoint management (e.g., MCM), MDM platforms, Active Directory, IT service management ticketing (e.g., ServiceNow), and work tracking (e.g., Jira).
  • Experience in a defense, manufacturing, or other regulated environment.