Desktop Support Technician III (Intune & BigFix)

Leidos•Bethesda, MD

1d•Onsite

About The Position

The Desktop Support Technician III (Intune & BigFix) provides Tier 2 and Tier 3 desktop support in a secure, enterprise Windows environment. This role supports the build, deployment, maintenance, and troubleshooting of desktop systems, peripherals, and end-user applications while delivering a high level of customer service. The position works under the guidance of senior desktop engineers and follows established standards, procedures, and security policies.

Requirements

Hands-on experience with BOTH Microsoft Intune AND IBM BigFix (minimum 1 year)
Local to the DC area
US Citizen or Green Card holder with the ability to obtain a Public Trust Clearance
A.A. in Computer Science or related field with 4 years of relevant experience OR B.S. in Computer Science or related field with 2 years of relevant experience
Minimum 1 year of experience working with Intune and BigFix (Mandatory)
Minimum 4 years of experience providing desktop or technical support in an enterprise or corporate environment
Experience working with ticketing systems such as ServiceNow
Hands-on experience supporting Windows desktops, laptops, and peripherals.
Working knowledge of Windows 11 desktop operating systems.
Strong understanding of desktop hardware components, peripherals, and printers
Experience with Microsoft 365 application support
Familiarity with Windows infrastructure/networking concepts, including but not limited to Active Directory, DNS, and DHCP
Understanding of endpoint security fundamentals, such as antivirus software, encryption, and Group Policy concepts
Strong problem-solving and critical-thinking skills with a willingness to learn.
Ability to follow procedures, manage multiple tasks, and document work accurately in a high-stress environment
Strong verbal and written communication skills with a customer-focused mindset
CompTIA A+, Network+, OR Security+ certification

Nice To Haves

Experience working in a large organization or government environment is plus
Prior experience supporting Federal or NIH/HHS environments is highly preferred
Microsoft entry-level certifications (MCP or equivalent)
Exposure to macOS support
Familiarity with mobile device management (MDM) solutions
Basic knowledge of Windows Server environments

Responsibilities

Assist in building, configuring, and maintaining Windows 11 desktop images according to established standards and best practices
Provide day-to-day support for workstations, laptops, printers, and peripherals in a Windows networked environment
Support mobile and handheld devices, including Android and iOS smartphones and tablets
Assist with the deployment of desktop images and applications, including automated deployment tools
Perform basic software testing and validation for new or upgraded applications prior to deployment
Troubleshoot and resolve desktop and application issues, escalating complex problems to senior engineers as needed
Follow documented procedures to assist with application installations, upgrades, and patches
Maintain accurate and up-to-date technical documentation, including system configurations and troubleshooting steps
Assist with Active Directory tasks, including user and computer account management and group membership updates
Support workstation security configurations, including encryption, antivirus, firewall settings, and patching
Participate in desktop virtualization support activities and assist with technology evaluations as assigned
Provide excellent customer service, communicating clearly with users and ensuring timely issue resolution
Maintain service tickets in Service Now, adding information regarding incident details and closing resolved tickets