Desktop Support Technician- 3614385

Computer Technologies Consultants (CTC) is seeking a Desktop Support Technician to support the Armed Services YMCA (ASYMCA). This position is a remote opportunity, however occasional travel to customer sites is required!

CTC is a leading technology company providing lifecycle IT, data analytics, cloud, agile software development, DevOps, Test Automation, Cyber Security, and infrastructure solutions. Additionally, we provide Professional Talent Acquisition Services as we proudly support the unique needs of U.S. Defense, Intelligence, and Federal Civilian agencies as well as Fortune 1000 companies.

What's in it for you ?

• Full time opportunity
• Competitive Salary
• New multi-year contract supporting ASYMCA

Job Description :

The Desktop Support Technician provides comprehensive, high-touch technical assistance, troubleshooting, and hardware support across our enterprise. As part of a nationwide support team, you will manage the full lifecycle of Windows laptops and tablets-from deployment to secure retirement-while maintaining strict endpoint security and performance standards. This role combines remote user troubleshooting with essential hands-on network and infrastructure support, ensuring our team members remain securely connected to support military families.

Core Responsibilities:

1. Windows Endpoint & Hardware Troubleshooting

• Tier 1 & Tier 2 Support: Diagnose and resolve hardware, software, operating system, and connectivity issues for corporate laptops, tablets, and peripherals.
• Device Lifecycle Management (DaaS): Execute standard imaging, secure enrollment, configuration, deployment, asset-tracking, and secure data-wiping/retirement of devices.
• Identity & Access Management: Handle routine user lifecycle requests, including onboarding/offboarding setup, password resets, Multi-Factor Authentication (MFA) configuration, and group access permissions.

2. Desktop Security Maintenance & Enforcement

• Intune & MDM Compliance: Monitor and enforce endpoint security policies via Microsoft Intune to ensure all devices are fully encrypted, continuously patched, and actively monitored.
• BYOD & Corporate Policy Enforcement: Validate and troubleshoot security and access requirements for both organization-purchased equipment and personal Bring Your Own Devices (BYOD).
• Incident Response: Assist with security patch deployment, vulnerability remediation, and endpoint isolation during active security events or audits.

3. Microsoft 365 & Network Support

• M365 Ecosystem Support: Provide day-to-day technical guidance and troubleshooting for Microsoft 365 productivity applications, OneDrive, and SharePoint.
• Voice Support (Teams Calling): Assist in provisioning endpoints, troubleshooting call queues, and supporting users as they operate within the Microsoft Teams Calling VoIP platform.
• Physical & Local Network Support: Conduct physical inspections of local server rooms and network closets. Perform hands-on tasks including the rack, stack, and cabling of switches, routers, firewalls, and wireless access points, alongside patch panel management.
• Infrastructure Validation: Regularly validate local power/UPS backups and environmental monitoring systems to maintain office uptime.

4. Service Desk Operations & Training

• Ticket Management: Log, triage, prioritize, and thoroughly document all service requests and incidents within the centralized ticketing platform, maintaining clear communication to meet strict SLAs.
• User Empowerment: Assist in tracking and delivering basic end-user training regarding security awareness, productivity tools, and general IT best practices.

Technical Skills & Qualifications :

• Experience: 2-4 years of experience in a Desktop Support or Technical Customer Service role.
• OS Expertise: Deep knowledge of Windows 10/11 operating systems, standard hardware diagnostics, and laptop component troubleshooting.
• Modern Workplace Tools: Hands-on experience with Microsoft Intune (or similar MDM platforms), Microsoft 365 Administration, and Microsoft Defender.
• Networking Fundamentals: Solid understanding of TCP/IP, DNS, DHCP, Wi-Fi configuration, and basic physical network infrastructure (cabling, switches, and patch panels).
• Communication & Availability: Excellent customer service skills with the ability to explain technical problems simply. Must be flexible to assist with on-call schedules or after-hours emergency support for critical incidents.
• Certifications (Preferred but not required): CompTIA A+, Network+, Security+, or Microsoft Certified: Endpoint Administrator Associate.
• Travel Requirements: Ability to coordinate and occasionally travel for nationwide site openings or critical physical infrastructure audits.

Security Clearance :

• N/A
• US Citizenship is required and ability to obtain security clearance as needed.

Pay Information

Full-Time Salary Range: TBD

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Benefits/Perks

• 401(k) matching
• Accident and Hospital Indemnity Insurance
• Dental Insurance
• Disability Insurance
• Employee Referral Bonus Program
• Employee Assistance Plan
• Flexible spending account
• Health insurance
• Life insurance (Term and Universal Life w/Long Term Care benefits)
• Paid time off (Vacation, Sick leave, and 11 Federal Holidays)
• Professional development assistance/Tuition reimbursement Program
• Profit Sharing Retirement Program
• Vision insurance

Computer Technologies Consultants, Inc. is an Equal Opportunity Employer that provides employment opportunities for all qualified applicants without regard to race, color, religion, gender identity and/or expression, sexual orientation, age, mental or sensory differing abilities, protected veteran status, sex, national origin, or any other characteristic protected by applicable law. Computer Technologies Consultants, Inc. is devoted to diversity, equity, and inclusion.