Desktop/Field Support Technician

Koniag Government Services•Washington, DC

11d•Hybrid

About The Position

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. 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.

Requirements

Minimum 1–3 years of hands-on enterprise desktop and field support experience
Demonstrated experience providing Tier 2 desktop support in a Federal or comparable enterprise environment
Experience with Microsoft 365 end-user applications and common enterprise productivity tools
Experience with Microsoft Intune or similar enterprise endpoint management platforms
Familiarity with hardware installation, configuration, and troubleshooting for workstations, laptops, and peripherals
Experience managing support activities using a formal ITSM platform (e.g., ServiceNow, Remedy)
Demonstrated strong customer service skills and ability to communicate technical information clearly to non-technical users
Solid proficiency in: Windows 10/11 desktop support and troubleshooting
Solid proficiency in: Microsoft 365 end-user applications (Outlook, Teams, SharePoint, OneDrive)
Solid proficiency in: Microsoft Intune device enrollment and compliance management
Solid proficiency in: Hardware installation, configuration, and repair
Solid proficiency in: Printer and peripheral installation and troubleshooting
Solid proficiency in: Remote support tools and technologies
Solid proficiency in: VPN and remote access connectivity support
Solid proficiency in: Mobile device configuration and support
Working knowledge of: Active Directory and Microsoft Entra user management basics
Working knowledge of: Zero Trust Architecture principles as applied to endpoints
Working knowledge of: NIST SP 800-53 security controls for endpoints
Working knowledge of: ITSM platforms and ticketing workflows
Working knowledge of: ITIL 4 incident and service request management practices
Working knowledge of: Basic network connectivity troubleshooting
CompTIA A+ (required)
CompTIA Security+ (required or must obtain within 90 days of assignment)

Nice To Haves

Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
Microsoft 365 Certified: Fundamentals (MS-900)
CompTIA Network+
HDI Desktop Support Technician or equivalent

Responsibilities

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 training to new CLIENT staff on standard enterprise tools and systems
Maintain accurate records of onboarding and offboarding activities in the Government ITSM platform
Install, configure, and troubleshoot network and local printers, scanners, and other peripherals across CLIENT facilities
Manage printer driver installation and configuration for CLIENT workstations and laptops
Coordinate vendor support for printer and peripheral repairs and maintenance as needed
Maintain accurate inventory records for printers and peripherals in the Government ITSM platform
Support configuration, enrollment, and troubleshooting of CLIENT-issued mobile devices, including smartphones and tablets
Manage mobile device enrollment in Microsoft Intune and ensure compliance with CLIENT mobile device management policies
Assist CLIENT staff with mobile device setup, application configuration, and connectivity issues
Coordinate with the Microsoft Infrastructure team on mobile device management policies and configurations