Desktop Support Technician - Tier 2

Position Summary
We are seeking a mid-level Desktop Support Specialist to provide comprehensive technical assistance to end users within a federal environment. This role involves delivering a mix of in-person and remote support services, ensuring reliable operation of user workstations, network connectivity, and associated devices.

The individual in this role will handle technical issues across a wide range of hardware and software platforms, utilizing remote support tools and direct interaction to resolve incidents efficiently. Strong customer service skills and the ability to work across multiple support channels are essential.

Primary Responsibilities

• Provide technical support through desk-side visits, phone assistance, and remote access tools for user systems and networked devices

• Install, configure, and maintain desktops, laptops, mobile devices, printers, monitors, and related peripherals

• Diagnose and resolve hardware and software issues; communicate clearly with users regarding status and resolution steps

• Utilize enterprise remote support solutions to maximize first-call resolution and minimize on-site interventions

• Escalate complex issues or security-related incidents to senior technical staff or appropriate security personnel when necessary

• Ensure systems comply with security standards by applying patches, updates, antivirus tools, and configuration policies

• Support user account environments within directory services and TCP/IP-based networks

• Provide assistance for common productivity software and enterprise applications

• Configure secure access tools such as multi-factor authentication tokens and smart cards

• Install and support both Windows and macOS operating systems, including troubleshooting and system recovery

• Support mobile device platforms (iOS, Android, Windows-based devices), including configuration and issue resolution

• Assist with unified communications tools, including VoIP systems and collaboration platforms such as video conferencing and messaging applications

• Perform equipment setup and breakdown for small-scale user relocations or office adjustments

• Coordinate with vendors for warranty service and hardware repairs

• Maintain inventory awareness and provide input on hardware standardization and lifecycle planning

• Partner with security teams to address vulnerabilities, perform remediation actions, and support incident response activities such as malware removal and system reimaging

• Follow established procedures for device sanitization and secure handling of IT assets

• Contribute ideas for improving service delivery, efficiency, and user experience

Required Experience and Skills

• Approximately 5 years of experience in desktop or end-user support within a professional IT environment

• Strong troubleshooting skills across both hardware and software domains

• Experience supporting enterprise environments with diverse device types and operating systems

• Familiarity with remote support tools and ticketing systems

• Ability to manage multiple tasks while maintaining responsiveness and customer satisfaction

Preferred Certifications

• CompTIA A+

• CompTIA Network+

• Microsoft desktop support or modern endpoint certifications

• ITIL (latest version preferred)