Service Desk Field Technician

The Service Desk Field Technician serves as the frontline technical support professional for the organization, bridging the gap between end-users and complex IT infrastructure. This role provides Tier I and II support, diagnosing and resolving hardware, software, and peripheral issues directly at the user's workspace or remotely. The candidate plays a crucial role in maintaining endpoint compliance, deploying new hardware and software assets, and ensuring that personnel have reliable, secure access to their required systems.

Principal Duties and Responsibilities

Incident & Request Resolution. Provides rapid, professional technical support for desktops, laptops, mobile devices, and peripherals; uses the enterprise ticketing system (e.g., ServiceNow) to track, escalate, and resolve user issues.

Endpoint Lifecycle Management. Images, deploys, and recovers IT hardware; ensures that gold images and software deployments adhere to baseline security standards prior to deployment.

Compliance & Patching. Assists in verifying that all endpoints receive necessary patches and antivirus updates; remediates non-compliant workstations identified by vulnerability scans.

Physical Infrastructure Support. Assists network and systems teams with physical racking, cabling, and basic hardware troubleshooting in server rooms or telecommunications closets as directed.

User Training & Outreach. Educates users on basic IT security practices, safe handling of classified materials on digital systems, and usage of enterprise software tools.

Documentation. Updates asset inventory databases, contributes to the Service Desk knowledge base, and documents workaround solutions for recurring technical issues.

Bachelor's degree in IT with 4 years experience or HS and 8-10 years of experience.

Minimum 6 years of experience in an IT helpdesk, service desk, or field support role.

Demonstrated hands-on experience troubleshooting Windows 10/11 operating systems, Microsoft Office 365, and standard enterprise applications.

Understanding of basic networking concepts (IP addressing, DNS, DHCP) and Active Directory user management.

Strong customer service and communication skills, with the ability to explain technical concepts to non-technical staff.

DoD 8570/8140 certification at [IAT Level I or II] (e.g., A+ CE, Security+ CE).

Active TS with SCI eligibility clearance.

Desired Qualifications

ITIL v3/v4 Foundation certification.

Experience deploying and managing endpoints in a virtualized desktop (VDI) environment.

Familiarity with endpoint management tools (e.g., SCCM, MECM).