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ONSITE DESKTOP SUPPORT TECHNICIAN – WASHINGTON, DCJOB SUMMARY
The Onsite Desktop Support Technician provides hands-on technical support to end users in a fast-paced enterprise environment. This role is responsible for troubleshooting and resolving desktop, laptop, peripheral, software, connectivity, and endpoint-related issues while delivering a high level of customer service.
The technician will work directly with users and must be able to explain technical issues and solutions clearly to both technical and non-technical audiences. Success in this role requires strong troubleshooting skills, professionalism, responsiveness, and a customer-focused approach.
JOB RESPONSIBILITIES● Configure, install, maintain, and support desktops, laptops, monitors, printers, docking stations, mobile devices, and other end-user peripherals.
● Troubleshoot and resolve hardware, software, operating system, network connectivity, authentication, VPN, and peripheral-related issues.
● Provide onsite support for Windows 11, Microsoft 365, Teams, OneDrive, enterprise applications, and approved customer software.
● Diagnose hardware and software failures, communicate remediation plans to users, and provide timely status updates through resolution.
● Reimage, configure, and deploy laptops and desktops, including replacement and refresh equipment.
● Support workstation moves, office relocations, equipment installations, and other onsite technology requirements.
● Configure endpoint devices for secure operation, including required software, security updates, patches, and enterprise configurations.
● Provide remote technical assistance using approved remote-support tools when appropriate.
● Document all incidents, service requests, troubleshooting activities, and resolutions in ServiceNow.
● Ensure ticket records accurately capture the issue, actions performed, resolution, user information, and completion details.
● Manage assigned incidents and service requests in accordance with established service levels and escalation procedures.
● Provide advanced troubleshooting and support for issues escalated from the Service Desk.
● Track the deployment, relocation, recovery, and disposition of IT assets using approved asset management systems and processes.
● Retrieve equipment from departing users for inventory processing, reimaging, reassignment, or disposition.
● Support endpoint inventory, software distribution, patching, security maintenance, and other desktop operations activities.
● Provide onsite technical support for executives, VIPs, and other high-priority users as required.
● Develop and maintain end-user documentation, job aids, knowledge articles, and technical support procedures.
● Follow established security, ITSM, asset management, and customer support policies and procedures.
● Participate in technology refreshes, office moves, deployments, special projects, and other operational initiatives.
● Support continuous improvement by identifying recurring issues, documenting solutions, and sharing knowledge with other support personnel.
● Maintain a professional appearance and demeanor while providing courteous, timely, and effective customer service.
QUALIFICATIONSEducation: Associate degree in Information Technology or a related discipline with 1+ year of relevant experience, or 3+ years of relevant IT support experience in lieu of a degree.
Required Experience and Skills:
● 3+ years of desktop, endpoint, or end-user technical support experience.
● Experience supporting Windows 10/11, Microsoft 365, laptops, desktops, peripherals, and enterprise applications.
● Experience troubleshooting hardware, software, network connectivity, VPN, authentication, and peripheral issues.
● Experience using ServiceNow or another enterprise IT service management platform.
● Strong customer service and end-user support skills.
● Strong written and verbal communication skills.
● Ability to effectively explain technical issues to non-technical users.
● Ability to work independently, prioritize multiple assignments, and perform effectively in a high-volume support environment.
● Ability to work onsite in Washington, DC.
REQUIRED CERTIFICATION● ITIL Foundation certification or ability to obtain certification within six months of hire.
DESIRED CERTIFICATIONS● Apple Certified Support Professional
● Microsoft Windows certification
● CompTIA A+
● CompTIA Security+
● CompTIA Network+
Years of Experience
3 + years of related experience
* may vary based on technical training, certification(s), or degree
Certification
Travel Required
Less than 10%
Citizenship
U.S. Citizenship Required
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