DesktopField Support Technician

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 offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and 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 CLIENTs facilities and remote workforce 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 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 Responsibilities:Desktop & Field Support:Provide Tier 2 desktop and field support for CLIENT staff across all locations including CLIENT Headquarters and remote/telework environmentsDiagnose and resolve hardware and software issues for workstations laptops mobile devices and peripherals in a timely and professional mannerPerform hardware installation configuration replacement and repair for end-user computing devicesSupport software installation configuration and troubleshooting for standard CLIENT enterprise applications and Microsoft 365 toolsProvide on-site technical assistance at CLIENT facilities including walk-up support scheduled appointments and emergency responseSupport remote workforce computing needs including VPN connectivity remote desktop solutions and cloud-based productivity toolsEscalate complex or unresolved issues to the End-User Services Lead or Senior Desktop Support staff as appropriateDevice Deployment & Lifecycle Management:Support imaging deployment and configuration of new and refreshed end-user computing devices in accordance with CLIENT standardsExecute device enrollment and management tasks in Microsoft Intune including device compliance verification and policy applicationAssist in hardware lifecycle management activities including device tracking surplus processing and disposition coordinationMaintain accurate asset records for all end-user computing devices in the Government ITSM platformCoordinate with the Asset/Financial Management team on hardware inventory and lifecycle tracking activitiesSupport device refresh and modernization initiatives as directed by the End-User Services LeadService Desk Support & Ticket Management:Manage assigned tickets in the Government ITSM platform ensuring accurate complete and timely documentation of all support activitiesRespond to and resolve Tier 2 service requests and incidents within established service level objectivesFollow established escalation procedures for issues that cannot be resolved at Tier 2Contribute to the enterprise knowledge base by documenting common issues resolutions and workaroundsSupport Service Desk analysts with technical guidance and knowledge transfer on desktop and field support topicsParticipate in ticket queue reviews and backlog prioritization activities as directedEnd-User Onboarding & Offboarding:Support new employee onboarding by preparing configuring and delivering end-user computing equipment and accessCoordinate with the Microsoft Infrastructure team and Service Desk on account provisioning and access setup for new usersSupport employee offboarding by collecting wiping and processing returned devices in accordance with CLIENT proceduresProvide orientation and basic technology training to new CLIENT staff on standard enterprise tools and systemsMaintain accurate records of onboarding and offboarding activities in the Government ITSM platformPrinter & Peripheral Support:Install configure and troubleshoot network and local printers scanners and other peripherals across CLIENT facilitiesManage printer driver installation and configuration for CLIENT workstations and laptopsCoordinate vendor support for printer and peripheral repairs and maintenance as neededMaintain accurate inventory records for printers and peripherals in the Government ITSM platformMobile Device Support:Support configuration enrollment and troubleshooting of CLIENT-issued mobile devices including smartphones and tabletsManage mobile device enrollment in Microsoft Intune and ensure compliance with CLIENT mobile device management policiesAssist CLIENT staff with mobile device setup application configuration and connectivity issuesCoordinate with the Microsoft Infrastructure team on mobile device management policies and configurationsRequired Qualifications:Experience:Minimum 13 years of hands-on enterprise desktop and field support experienceDemonstrated experience providing Tier 2 desktop support in a Federal or comparable enterprise environmentExperience with Microsoft 365 end-user applications and common enterprise productivity toolsExperience with Microsoft Intune or similar enterprise endpoint management platformsFamiliarity with hardware installation configuration and troubleshooting for workstations laptops and peripheralsExperience 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 usersTechnical Expertise:Solid proficiency in:Windows 10/11 desktop support and troubleshootingMicrosoft 365 end-user applications (Outlook Teams SharePoint OneDrive)Microsoft Intune device enrollment and compliance managementHardware installation configuration and repairPrinter and peripheral installation and troubleshootingRemote support tools and technologiesVPN and remote access connectivity supportMobile device configuration and supportWorking knowledge of:Active Directory and Microsoft Entra user management basicsZero Trust Architecture principles as applied to endpointsNIST SP 800-53 security controls for endpointsITSM platforms and ticketing workflowsITIL 4 incident and service request management practicesBasic network connectivity troubleshootingRequired Certifications (Must be current and unexpired throughout performance):CompTIA A (required)CompTIA Security (required or must obtain within 90 days of assignment)Additional preferred certifications:Microsoft Certified: Modern Desktop Administrator Associate (MD-102)Microsoft 365 Certified: Fundamentals (MS-900)CompTIA NetworkHDI Desktop Support Technician or equivalentOur Equal Employment Opportunity PolicyThe company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race color religion creed ethnicity sex sexual orientation gender or gender identity (except where gender is a bona fide occupational qualification) national origin or ancestry age disability citizenship military/veteran status marital status genetic information or any other characteristic protected by applicable federal state or local law. We are committed to equal employment opportunity in all decisions related to employment promotion wages benefits and all other privileges terms and conditions of company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website please get in touch with Heaven Wood via e-mail by calling to request Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical professional and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers employees and native communities. For more information please Opportunity Employer/Veterans/ Preference in accordance with Public Law 88-352