Desktop/Field Support Technician
Koniag Services, Inc.
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Benefits offered by this job
Job summary
Koniag IT Systems, LLC seeks a Desktop/Field Support Technician to deliver Tier 2 desktop and field support for CLIENT staff across the enterprise, handling hardware/software issues, device deployment, and on-site assistance at Headquarters and remote locations.
The role emphasizes strong customer service, security compliance, and the ability to resolve common end-user computing problems autonomously within SLAs.
Qualifications
- Minimum 1–3 years of hands-on enterprise desktop and field support.
- Experience with Microsoft 365 end-user applications and Intune.
- Familiarity with ITSM platforms (ServiceNow, Remedy).
- Strong customer service and ability to explain technical info to non-technical users.
Responsibilities
- Provide Tier 2 desktop and field support across CLIENT facilities and remote environments.
- Diagnose and resolve hardware and software issues on workstations, laptops, and peripherals.
- Perform device deployment, enrollment, and configuration per standards (Intune).
- Support software installation, configuration, and troubleshooting for enterprise apps and Microsoft 365.
- Manage on-site visits, walk-up support, and remote troubleshooting.
- Escalate complex issues and contribute to knowledge base.
Skills
Education
Tools
Job description
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 Trust.
- medical
- dental, and vision insurance
- 401(k) retirement plan
- paid time off
- paid parental leave
- life and disability insurance
- flexible spending accounts
- commuter benefits and tuition reimbursement.
The 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 CLIENT's facilities and remote workforce locations.
This 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 effectively.
This 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 objectives.
- Provide Tier 2 desktop and field support for CLIENT staff across all locations, including CLIENT Headquarters and remote/telework environments
- Diagnose and resolve hardware and software issues for workstations, laptops, mobile devices, and peripherals in a timely and professional manner
- Perform hardware installation, configuration, replacement, and repair for end-user computing devices
- Support software installation, configuration, and troubleshooting for standard CLIENT enterprise applications and Microsoft 365 tools
- Provide on-site technical assistance at CLIENT facilities, including walk-up support, scheduled appointments, and emergency response
- Support remote workforce computing needs, including VPN connectivity, remote desktop solutions, and cloud-based productivity tools
- Escalate complex or unresolved issues to the End-User Services Lead or Senior Desktop Support staff as appropriate
- Support imaging, deployment, and configuration of new and refreshed end-user computing devices in accordance with CLIENT standards
- Execute device enrollment and management tasks in Microsoft Intune, including device compliance verification and policy application
- Assist in hardware lifecycle management activities, including device tracking, surplus processing, and disposition coordination
- Maintain accurate asset records for all end-user computing devices in the Government ITSM platform
- Coordinate with the Asset/Financial Management team on hardware inventory and lifecycle tracking activities
- Support device refresh and modernization initiatives as directed by the End-User Services Lead
- Manage assigned tickets in the Government ITSM platform, ensuring accurate, complete, and timely documentation of all support activities
- Respond to and resolve Tier 2 service requests and incidents within established service level objectives
- Follow established escalation procedures for issues that cannot be resolved at Tier 2
- Contribute to the enterprise knowledge base by documenting common issues, resolutions, and workarounds
- Support Service Desk analysts with technical guidance and knowledge transfer on desktop and field support topics
- Participate in ticket queue reviews and backlog prioritization activities as directed
- Support new employee onboarding by preparing, configuring, and delivering end-user computing equipment and access
- Coordinate with the Microsoft Infrastructure team and Service Desk on account provisioning and access setup for new users
- Support employee offboarding by collecting, wiping, and processing returned devices in accordance with CLIENT procedures
- Provide orientation and basic technology training to new CLIENT staff on standard enterprise tools and systems
- Maintain accurate records of onboarding and offboarding activities in the Government ITSM platform
- Install, configure, and troubleshoot network and local printers, scanners, and other peripherals across CLIENT facilities
- Manage printer driver installation and configuration for CLIENT workstations and laptops
- Coordinate vendor support for printer and peripheral repairs and maintenance as needed
- Maintain accurate inventory records for printers and peripherals in the Government ITSM platform
- Support configuration, enrollment, and troubleshooting of CLIENT-issued mobile devices, including smartphones and tablets
- Manage mobile device enrollment in Microsoft Intune and ensure compliance with CLIENT mobile device management policies
- Assist CLIENT staff with mobile device setup, application configuration, and connectivity issues
- Coordinate with the Microsoft Infrastructure team on mobile device management policies and configurations
- Minimum 1–3 years of hands‑on enterprise desktop and field support experience
- Demonstrated experience providing Tier 2 desktop support in a Federal or comparable enterprise environment
- Experience with Microsoft 365 end‑user applications and common enterprise productivity tools
- Experience with Microsoft Intune or similar enterprise endpoint management platforms
- Familiarity with hardware installation, configuration, and troubleshooting for workstations, laptops, and peripherals
- Experience 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 users
- Solid proficiency in:
- Windows 10/11 desktop support and troubleshooting
- Microsoft 365 end‑user applications (Outlook, Teams, SharePoint, OneDrive)
- Microsoft Intune device enrollment and compliance management
- Hardware installation, configuration, and repair
- Printer and peripheral installation and troubleshooting
- Remote support tools and technologies
- VPN and remote access connectivity support
- Mobile device configuration and support
- Working knowledge of:
- Active Directory and Microsoft Entra user management basics
- Zero Trust Architecture principles as applied to endpoints
- NIST SP 800‑53 security controls for endpoints
- ITSM platforms and ticketing workflows
- ITIL 4 incident and service request management practices
- Basic network connectivity troubleshooting
- 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 Network+
- HDI Desktop Support Technician or equivalent
The 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 characteristicprotected 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 employment.
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