Desktop Support Technician

As a Desktop Support Technician, you will serve as the primary face of the organization, delivering world-class technical support and customer service to military personnel, executive leadership, and civilian staff. Technicians are responsible for onsite installation, diagnosis, configuration, maintenance, and repair of enterprise hardware, operating systems, software applications, and network peripherals. In addition, technicians support walk-up customer assistance centers, deploy and receive IT assets, maintain detailed service records in

Remedy/ServiceNow, support software license compliance, and support personal wireless communications systems (PWCS), and coordinate with unit resource advisors to provide support for enterprise mobile devices, wireless endpoints, and PWCS equipment., As a Desktop Support Technician, you will serve as the primary face of the organization, delivering world-class technical support and customer service to military personnel, executive leadership, and civilian staff. Technicians are responsible for onsite installation, diagnosis, configuration, maintenance, and repair of enterprise hardware, operating systems, software applications, and network peripherals. In addition, technicians support walk-up customer assistance centers, deploy and receive IT assets, maintain detailed service records in

Remedy/ServiceNow, support software license compliance, and support personal wireless communications systems (PWCS), and coordinate with unit resource advisors to provide support for enterprise mobile devices, wireless endpoints, and PWCS equipment.

Primary Responsibilities

• End-User & Executive Support: Provide direct, onsite technical analysis, diagnosis, and resolution of complex hardware, software, and peripheral issues for end-users and executive customers across the Pentagon complex.
• Hardware & Systems Deployment: Install, configure, image, test, maintain, and troubleshoot desktop systems, laptops, docking stations, monitors, network printers, scanners, and peripheral equipment in accordance with established Service Level Agreements (SLAs).
• Personal Wireless Communications Systems (PWCS) & Mobility Support: Support the provisioning, issuance, receipt, and Tier-1 troubleshooting of Personal Wireless Communications Systems (PWCS) assets, enterprise cellular devices, wireless endpoints, and secure mobile capabilities.
• Partner with the PWCS Lead and Mobility team to support device migrations, asset audits, lifecycle refreshes, and battery/accessory management.
• Assist end users with wireless device setup, multi-factor authentication, network connectivity, and basic profile configuration.
• Customer Walk- Up & Ticket Operations: Staff the walk-up customer support center, promptly deploying and receiving IT assets with accurate ticket tracking and work order documentation.
• Utilize the Remedy Action Request System (and/or ServiceNow) to log, document, categorize, prioritize, route, track, resolve, and close customer incident tickets and service requests.
• Contribute to and maintain a central technical repository/knowledge base of standard operating procedures, recurring issues, and troubleshooting guides.
• Account & Identity Management: Diagnose and resolve Common Access Card (CAC) authentication, middleware, card reader, and PKI digital certificate issues.
• Utilize Active Directory to perform user account management, password resets, security group assignments, and access control adjustments.
• Software & Application Support: Manage, update, and troubleshoot client software applications-including Microsoft Office / Microsoft 365 apps, secure DoD-approved VPN clients, virtual desktop environments, enterprise security tools, and approved third-party software.
• Coordinate with HQ software license managers to ensure network software compliance.
• Network & Layer 1 Connectivity: Troubleshoot workstation and device network connectivity, including Layer 1 physical patching (CAT5e/CAT6, single-mode/multi-mode fiber, transceivers/SFP modules), Wi-Fi connectivity issues, IP configuration, and basic switch port/VLAN troubleshooting.
• Vendor Escalation: Coordinate with third-party vendors and OEM technical support teams to resolve complex, warranty, or escalated hardware/software discrepancies.

• Ability to obtain and maintain a DoD Secret (No sponsorship available at this time)

  Security+ CE (please send copy)

• High School Diploma & 5+ Years of Experience
• Experience with Active Directory, Deploying OS images using SCCM/MECM, * Proven experience troubleshooting Windows operating systems (Windows 10/11 Enterprise), Microsoft 365/Office suite, DoD security baselines, and commercial desktop applications.
• Experience with Active Directory administration, account unlocking, and permissions management.
• Hands-on experience troubleshooting PKI certificates, CAC/Smart Card middleware, and DoD-approved secure VPN solutions.
• Solid working knowledge of Layer 1 physical cabling (CAT5/CAT6, fiber optic patch cables, RJ-45 terminations) and basic LAN/WLAN connectivity troubleshooting.
• Familiarity with Personal Wireless Communications Systems (PWCS), wireless hardware, and mobile device enrollment/configuration (iOS/Android).Service Management: Hands-on experience logging, escalating, and closing incident and work order tickets using Remedy, ServiceNow, or equivalent ITSM platforms.
• Professionalism: Proven ability to deliver polished, customer-facing technical support in a high-tempo, professional executive or military environment.
• Availability: Willingness to support occasional after-hours scheduled maintenance or participate in an on-call rotational schedule if required.

Preferred Qualifications

• Prior experience supporting IT operations in the DoD space
• Experience supporting Personal Wireless Communications Systems (PWCS) asset tracking, property accountability, and user provisioning.
• Experience deploying operating system images using Microsoft Endpoint Configuration Manager (MECM/SCCM) or modern imaging tools.
• Experience supporting mobile device management (MDM) platforms such as Microsoft Intune.
• Strong interpersonal, verbal, and written communication skills with the ability to clearly translate complex technical solutions to senior military and civilian leaders.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Physical Demands: Must be able to lift, move, unbox, and position IT equipment (monitors, desktops, docking stations, peripherals, and UPS units) weighing up to 40 lbs.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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