Onsite Desktop & End-User Support Technician (DC)

General Dynamics Information Technology, Inc.; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

General Dynamics Information Technology, Inc. is seeking an Onsite Desktop Support Technician to deliver hands-on IT support in a fast-paced enterprise environment in Washington, DC.

You will troubleshoot hardware, software, and connectivity while maintaining high levels of customer service and clear communication with users. The role requires 3+ years of desktop support experience, familiarity with Windows 11, Microsoft 365, and enterprise apps, plus ability to work onsite.

Qualifications

• 3+ years of desktop, endpoint, or end-user technical support.
• 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 work onsite in Washington, DC.

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.

Skills

Computer Hardware

Customer Service

End User Support

Microsoft Office

Troubleshooting

Education

Associate degree in Information Technology

Tools

ServiceNow

Job description

General Dynamics Information Technology, Inc. is seeking an Onsite Desktop Support Technician to deliver hands-on IT support in a fast-paced enterprise environment in Washington, DC.

You will troubleshoot hardware, software, and connectivity while maintaining high levels of customer service and clear communication with users. The role requires 3+ years of desktop support experience, familiarity with Windows 11, Microsoft 365, and enterprise apps, plus ability to work onsite.