Desktop Support Technician

Zachary Piper Solutions is currently seeking a Desktop Support Technician to support enterprise IT operations. This position is a full-time role that will be 100% onsite in Arlington, VA . As a Desktop Support Technician, you will serve as the primary face of IT support, providing world-class technical assistance to military personnel, executive leadership, and civilian staff. This role is critical to maintaining the reliability, security, and performance of end-user systems, enterprise applications, wireless devices, and network-connected assets within a highly visible DoD environment., * Provide direct onsite technical support for desktop systems, laptops, peripherals, mobile devices, and enterprise applications supporting Pentagon personnel and executive customers.

• Install, configure, image, test, maintain, and troubleshoot Windows 10/11 workstations, laptops, monitors, docking stations, printers, scanners, and related hardware.
• Support Personal Wireless Communications Systems (PWCS), enterprise mobile devices, wireless endpoints, and secure mobility solutions, including provisioning, lifecycle management, and Tier-1 troubleshooting.
• Staff walk-up support centers and provide exceptional customer service while accurately documenting incidents, requests, and resolutions within Remedy, ServiceNow, or other ITSM platforms.
• Troubleshoot and resolve Common Access Card (CAC), PKI certificate, middleware, smart card reader, and authentication issues.
• Perform Active Directory account administration, including password resets, account unlocks, security group management, and access-related support.
• Support Microsoft Office/Microsoft 365 applications, DoD-approved VPN solutions, virtual desktop environments, and enterprise security tools.
• Troubleshoot workstation and device connectivity issues, including Layer 1 cabling, fiber and copper patching, Wi-Fi connectivity, IP addressing, and basic switch port/VLAN issues.
• Coordinate with vendors and OEM support organizations to resolve escalated hardware and software issues.
• Maintain knowledge base documentation, standard operating procedures, and troubleshooting guides to improve operational efficiency.
• Support scheduled maintenance activities and participate in after-hours support activities as required.

• Minimum of 5 years of relevant desktop support, technical support, or end-user support experience.
• High School Diploma or equivalent (Associate’s or Bachelor’s degree in an IT-related field may be substituted for a portion of experience requirements).
• Current CompTIA Security+ CE certification or equivalent DoD 8140/8570 IAT Level II baseline certification.
• Active DoD Secret Clearance
• Experience supporting Windows 10/11 Enterprise environments.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Familiarity with Active Directory administration and account management.
• Experience troubleshooting CAC, smart card, middleware, and PKI certificate issues.
• Knowledge of Layer 1 network troubleshooting, including CAT5/CAT6 cabling, fiber optics, patch panels, and LAN/WLAN connectivity.
• Experience using Remedy, ServiceNow, or other ticketing and IT service management platforms.
• Excellent communication and customer service skills with the ability to support executive-level customers., * Prior experience supporting operations within the National Capital Region, Pentagon, Joint Base Andrews, Joint Base Anacostia-Bolling, or similar DoD environments.
• Experience supporting Air Force Communications Focal Point (CFP) operations or military command centers.
• Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM) imaging and deployment.
• Experience supporting Microsoft Intune or other Mobile Device Management (MDM) platforms.
• Experience supporting PWCS asset accountability, provisioning, and lifecycle management.
• Strong analytical troubleshooting and problem-solving skills.
• Ability to work independently and collaboratively within a high-tempo operational environment.