Desktop Support (Level II/III)

Summit Human Capital/SHC Federal is seeking an experienced Desktop Support Technician II/III to provide onsite technical support for end users in a fast-paced enterprise environment located at the Pentagon. This role is responsible for diagnosing and resolving complex hardware, software, and mobile device issues, supporting enterprise desktop infrastructure, and ensuring exceptional customer service. The ideal candidate has experience supporting DoD environments, Microsoft technologies, mobile device management, and enterprise IT systems., Provide onsite Tier II technical support by diagnosing and resolving complex hardware, software, and operating system issues for end users. Install, configure, maintain, test, monitor, and troubleshoot desktops, laptops, printers, and peripheral devices while meeting established service level agreements (SLAs). Support an enterprise environment of more than 1,800 mobile devices, ensuring reliable service and user support. Configure, deploy, migrate, and manage mobile devices as part of Microsoft Intune Mobile Device Management (MDM) initiatives. Troubleshoot and resolve hardware and software issues across iOS and Android platforms. Coordinate with internal stakeholders to manage mobile device lifecycle activities, billing inquiries, and ongoing support requirements. Install, update, and troubleshoot Microsoft Office, VPN clients, security software, and business applications. Respond to support requests received through phone, email, instant messaging, voicemail, and IT service management (ITSM) systems. Escalate and coordinate complex hardware and software issues with third-party vendors and OEM support teams when necessary. Diagnose and resolve issues involving Common Access Cards (CAC), CAC readers, and PKI certificates. Administer user accounts within Active Directory, including password resets, account provisioning, group membership updates, and access management. Perform workstation imaging, deployment, refreshes, and hardware replacement activities. Participate in after-hours, weekend, and on-call support as required to maintain operational readiness. Cross-train and provide support across multiple IT support functions as needed.

High School Diploma or equivalent. Minimum of five (5) years of experience providing desktop, help desk, or end-user technical support in an enterprise environment. Additional relevant experience may be considered in lieu of a degree. Active DoD Secret Security Clearance. Current CompTIA Security+ certification (DoD 8570 IAT Level II compliant). Experience with ServiceNow, Remedy, or other IT Service Management (ITSM) platforms. Strong background supporting Windows operating systems, Microsoft Office, and enterprise desktop environments. Experience provisioning and supporting mobile devices, including iPhones, iPads, and Microsoft Intune or similar Mobile Device Management (MDM) solutions. Experience supporting Active Directory user administration. Familiarity with DoD Common Access Card (CAC) authentication, PKI certificates, VPN clients, and secure network environments. Working knowledge of Layer 1 networking components, including CAT5/CAT6 cabling, fiber optics, serial connections, and SFP modules. Excellent troubleshooting, analytical, and problem-solving skills. Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users. Ability to work independently while collaborating effectively within a team environment. Willingness to participate in after-hours and on-call support rotations., Experience supporting Department of Defense (DoD) or federal government environments. Experience with Microsoft Intune or other enterprise Mobile Device Management (MDM) platforms. Strong customer service skills with the ability to thrive in a fast-paced support environment. Demonstrated ability to quickly learn new technologies and adapt to changing priorities. Excellent organizational, multitasking, and time management skills. Proven ability to make sound technical decisions and resolve issues with minimal supervision.