Desktop Support Technician, Tier II & ITIL
Overview
You will provide Tier II desktop support across the Department of State's IT enterprise, owning incident resolution from first response to final fix. You will ensure desktops, laptops, and mobile devices meet security and performance standards, logging every incident in ServiceNow. You will collaborate with management to deploy remote desktop management tools powered by AI diagnostics and predictive analytics, reducing downtime across thousands of endpoints. This role demands a mix of hands-on troubleshooting and strategic project support, making it ideal for a technician ready to shape the future of federal IT operations.
What You'll Do8
- 1Resolve Tier II desktop incidents for computers, laptops, EMD devices, tablets, and peripherals, ensuring compliance with DoS policies.
- 2Log and track all support requests in ServiceNow, prioritizing based on impact and urgency.
- 3Deploy and configure remote desktop management tools with AI-driven diagnostics to proactively identify and resolve issues.
- 4Install, configure, and troubleshoot software, hardware, and COTS/GOTS technologies for end users.
- 5Patch all desktops and laptops to meet security requirements, validating updates for Windows and macOS systems.
- 6Support break/move requests and lifecycle refresh initiatives, including installing DoS-approved GFE.
- 7Document troubleshooting procedures and knowledge base articles to reduce repeat incidents.
- 8Collaborate with management to refine migration strategies and project plans for new automation tools.
Requirements6
- 13+ years of desktop support experience, including hands-on troubleshooting of Windows and macOS.
- 2Associate's degree or equivalent combination of education and experience.
- 3Active CompTIA A+ certification.
- 4Active Secret Security Clearance.
- 5Preferred: CompTIA Sec+ or ITIL 4 Foundation certification.
- 6Ability to lift and carry up to 40 pounds, stand for long periods, and travel up to 25%.
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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