Desktop Support Technician

Agensys Corporation is seeking a Desktop Support Technician to support the Leidos Air Force National Capital Region Information Technology Services (AFNCR ITS) program at the Pentagon in Arlington, VA.

The Desktop Support Technician will provide onsite Tier 2 technical support to military personnel, executive leadership, and civilian staff. This position is responsible for diagnosing and resolving hardware, software, network connectivity, and end-user technology issues while delivering exceptional customer service in a fast-paced Department of Defense environment.

The ideal candidate will have strong Windows desktop troubleshooting experience, familiarity with DoD enterprise IT environments, and experience supporting enterprise mobile devices, Active Directory, CAC/PKI authentication, and IT service management systems.

Primary Responsibilities

Desktop & End-User Support

• Provide onsite Tier 2 technical support for military, civilian, and executive-level customers throughout the Pentagon.
• Troubleshoot Windows 10/11 operating systems, Microsoft 365 applications, desktop software, and peripheral devices.
• Install, configure, image, deploy, maintain, and repair desktops, laptops, monitors, docking stations, printers, and scanners.
• Resolve complex hardware and software incidents while meeting established SLAs.

IT Asset Management & Mobile Device Support

• Support the deployment, issuance, receipt, tracking, and maintenance of enterprise IT assets.
• Provide technical support for Personal Wireless Communications Systems (PWCS), enterprise cellular devices, and wireless endpoints.
• Assist with mobile device enrollment, configuration, troubleshooting, and user provisioning.
• Coordinate device migrations, inventory audits, lifecycle refreshes, and equipment accountability.

Active Directory & Security Support

• Perform Active Directory account administration, password resets, account unlocking, and security group management.
• Troubleshoot Common Access Card (CAC), PKI certificates, smart card readers, and authentication issues.
• Support DoD-approved VPN solutions, multifactor authentication, and secure desktop environments.
• Maintain compliance with established DoD security policies and procedures.

Incident & Service Request Management

• Manage, prioritize, document, and resolve incidents and service requests using Remedy, ServiceNow, or equivalent ITSM platforms.
• Provide technical assistance through walk-up support centers and direct customer interactions.
• Maintain accurate service records, asset documentation, and troubleshooting procedures.
• Escalate complex technical issues to appropriate engineering teams or vendors.

Network & Connectivity Troubleshooting

• Troubleshoot workstation connectivity, LAN/WLAN issues, IP configurations, and basic switch port/VLAN problems.
• Perform Layer 1 troubleshooting involving CAT5/CAT6 cabling, fiber connections, and network peripherals.
• Support network printers, wireless devices, and secure enterprise connectivity.

1. Desktop & Executive Support - Windows 10/11, Microsoft 365, hardware/software troubleshooting, workstation imaging, and executive-level customer support.
2. Active Directory & DoD Security - Active Directory, CAC/PKI authentication, Security+ CE, secure VPNs, and account administration.
3. IT Asset Management & ServiceNow/Remedy - Incident management, ticket resolution, hardware deployment, PWCS/mobile device support, and asset accountability., * Active DoD Secret security clearance. * Current CompTIA Security+ CE certification or equivalent DoD 8140/8570 IAT Level II certification. * Minimum 5 years of relevant desktop or technical support experience, subject to applicable LCAT education and experience substitutions. * Strong experience supporting Windows 10/11 Enterprise and Microsoft 365. * Hands-on experience administering Active Directory accounts, permissions, and security groups. * Experience troubleshooting CAC/PKI authentication, smart card middleware, and secure VPN connectivity. * Experience with Remedy, ServiceNow, or comparable ITSM ticketing platforms. * Familiarity with enterprise mobile devices, wireless endpoints, and device provisioning. * Working knowledge of basic LAN/WLAN troubleshooting and physical network cabling. * Strong communication skills and experience providing customer-facing technical support. * Ability to lift and move IT equipment weighing up to 40 pounds. * Ability to work onsite at the Pentagon and provide occasional after-hours support as required., * Associate Degree or Applicable Training Certificate: Minimum 5 years of general experience, including 3 years of specialized experience. * Bachelor’s Degree: Minimum 4 years of general experience, including 2 years of specialized experience. * No Degree: Minimum 8 years of general experience, including 6 years of specialized experience.

Preferred Qualifications

• Previous experience supporting DoD or federal government IT environments, particularly the Pentagon, Joint Base Andrews, or Joint Base Anacostia-Bolling.
• Experience supporting Air Force Communications Focal Point (CFP) operations.
• Experience with PWCS asset tracking, provisioning, and property accountability.
• Experience with Microsoft Endpoint Configuration Manager (MECM/SCCM) for workstation imaging and deployment.
• Familiarity with Microsoft Intune and mobile device management (MDM).
• Experience supporting senior military officers, executive leadership, and civilian government personnel.
• Strong troubleshooting, documentation, and customer service skills.

Work Location: Pentagon, Arlington, VA - Full-Time Onsite

Security Clearance: Active DoD Secret Required