Deskside Support Technician

Description

We are seeking an experienced Deskside Support Technician (Tier II) to provide high-quality technical support across multiple Federal offices. This role supports critical agency operations by ensuring reliable workstation performance, rapid issue resolution, and exceptional customer engagement for both standard users and senior leadership.

The ideal candidate brings strong Tier II troubleshooting skills, deep familiarity with Windows enterprise environments, and the ability to deliver timely, professional support in a customer-focused, mission-driven setting. This position requires working independently across multiple buildings, prioritizing tickets based on urgency and impact, and maintaining meticulous documentation in an ITSM system.

Key Responsibilities:

Provide deskside support for DOJ users, responding to dispatched tickets and walk-up issues with professionalism and urgency.

Perform break/fix repair on laptops, desktops, and related hardware, including hard drive and battery replacements.

Install and configure specialty software applications not distributed through SCCM.

Remove or disable devices on the network at the direction of Security.

Troubleshoot and resolve printer issues, including diagnosing hardware faults and installing toner.

Deliver "white glove" support to DOJ senior management and leadership offices with timely, polished, and customer-first execution.

Maintain accurate, up-to-date documentation within the ITSM ticketing system to meet SLA and performance reporting standards.

Work across multiple Washington, DC buildings independently, managing daily priorities without direct oversight.

Support standard DOJ technology environments including Windows 10, Microsoft Office, Exchange/Outlook, and common enterprise productivity tools.

Requirements

Qualifications:

High School diploma and 5+ years of relevant IT support experience.

Active Public Trust clearance (or ability to maintain one).

Hands-on Tier II technical support experience in a Windows enterprise environment.

Strong customer service orientation with a consistent, professional, and courteous demeanor.

Proven ability to communicate complex issues clearly to non-technical users.

Experience using ITSM ticketing systems (ServiceNow, Remedy, etc.).

Ability to diagnose and resolve issues related to Windows workstations, Microsoft Office applications, and standard enterprise tools.

Preferred Qualifications

Prior experience supporting components within the Department of Justice.

Active Secret clearance (highly preferred).

Experience providing executive-level "white glove" IT support.

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