Desktop Support Technician

Experienced IT Support and Desktop Support professional with expertise providing face-to-face technical support for both classified (SIPR) and unclassified (NIPR) environments. Skilled in troubleshooting hardware, software, mobile devices, and enterprise systems while delivering exceptional customer service to end users, executives, and VIP personnel. Proven ability to manage desktop deployments, imaging, asset accountability, device lifecycle management, and compliance with Department of Defense security requirements. Adept at working independently in high-pressure environments while maintaining strict security protocols and supporting both onsite and remote users worldwide.

Key Qualifications

Face-to-face desktop support and end-user technical assistance Advanced hardware and software troubleshooting Strong customer service and VIP support experience Microsoft Windows 10/11 administration and support Active Directory user and device management Microsoft Office 365 and Office Applications support Mobile device provisioning, activation, and lifecycle management Desktop imaging, deployment, and equipment relocation NIPR and SIPR workstation support Asset inventory management and equipment accountability VPN, OneDrive, Teams, and Outlook configuration and support Security compliance, patch management, and IAVA remediation Remote user support and equipment shipment coordination Technical documentation, training materials, and process development

Professional Experience

Provided above-baseline desktop and mobile device support for government personnel in both classified and unclassified network environments. Delivered technical support for desktops, laptops, mobile devices, docking stations, monitors, KVM switches, scanners, printers, and specialized mission systems. Diagnosed and resolved complex hardware, software, networking, and operating system issues, escalating incidents when necessary to ensure timely resolution. Supported VIP and executive-level customers while maintaining professionalism and exceptional customer satisfaction. Managed hardware assets and maintained accurate inventory records, equipment accountability, and device lifecycle tracking. Performed desktop imaging, workstation deployments, equipment relocations, and user onboarding/offboarding activities. Applied security patches and updates in compliance with Information Assurance Vulnerability Alerts (IAVAs) and organizational security requirements. Configured and supported Microsoft Office applications, Outlook, OneDrive, Teams, VPN connectivity, and collaboration tools. Assisted remote and telework users by troubleshooting technical issues and coordinating shipment of IT equipment worldwide. Collected and processed equipment turn-ins, including documentation, storage media destruction, and disposal procedures. Developed technical procedures, user guides, and training materials to improve operational efficiency and end-user adoption. Coordinated activation, suspension, and deactivation of mobile device services and managed related hardware/software updates. Supported unique and specialized systems including Janus systems, external storage devices, x-ray viewers, Eubank scanners, handheld scanners, photo printers, and other mission-critical peripherals. Installed and configured KVM solutions supporting dual-network (NIPR/SIPR) environments and secure communications equipment. Maintained compliance with government security policies and safeguards for sensitive systems and information. Worked independently while coordinating with project managers, government stakeholders, and cross-functional technical teams to achieve mission objectives.

Clearance Requirement: Must be able to obtain and maintain a Secret Clearance (Interim Secret required prior to start) Certification Requirement: Security+ certification required prior to employment (DoD 8570 IAT Level I), Windows 10 Windows 11

Enterprise Technologies

Active Directory Microsoft Office 365 Outlook Teams OneDrive VPN Technologies

Desktop & Hardware Support

Desktop Imaging Hardware Deployment Device Relocation Mobile Device Support Printer Support Docking Stations KVM Switches Monitor Configuration Asset Management

Security & Compliance

Security+ DoD 8570 Compliance Secret Clearance Eligible IAVA Compliance Secure Device Management Information Security Procedures

Core Competencies

Customer Service Excellence Technical Troubleshooting Incident Resolution Problem Analysis Communication Skills Inventory Control Process Improvement Team Collaboration Time Management Documentation Attention to Detail Security Awareness