Desktop Support Technician

Agensys is seeking a Desktop Support Technician to support the Air Force National Capital Region (AFNCR) IT Services Program. This position provides hands-on desktop and mobile device support for one of the Department of Defense's most mission-critical enterprise environments, supporting Headquarters Air Force (HAF), the Office of the Secretary of Defense (OSD), Joint Chiefs of Staff (JCS), the Pentagon, Joint Base Andrews, Joint Base Anacostia-Bolling, and other Air Force organizations. The ideal candidate will possess excellent customer service skills, strong desktop troubleshooting experience, and the ability to support users in a fast-paced enterprise environment.

Responsibilities

• Provide Tier II desktop support for hardware, software, laptops, desktops, printers, and peripheral devices.
• Install, configure, test, maintain, monitor, and troubleshoot Windows workstations and enterprise software.
• Diagnose and resolve hardware, operating system, application, and network connectivity issues.
• Support over 1,800 mobile devices, including deployment, migration, configuration, and troubleshooting using Microsoft Intune.
• Troubleshoot iOS and Android mobile devices while supporting enterprise mobility initiatives.
• Manage user accounts, password resets, security groups, and access permissions using Active Directory.
• Troubleshoot Common Access Card (CAC), CAC reader, and PKI authentication issues.
• Utilize ServiceNow, Remedy, or similar ITSM platforms to document, track, and resolve support tickets.
• Coordinate with third-party vendors for hardware repairs and warranty support.
• Perform desktop imaging, deployment, refresh, and lifecycle management of enterprise devices.
• Assist with software licensing compliance and asset management.
• Deliver exceptional customer service through phone, email, walk-up, and onsite technical support.

Required Qualifications

• Active DoD Secret Security Clearance
• Current CompTIA Security+ Certification (DoD 8570 IAT Level II)
• High School Diploma (or equivalent) with 5+ years of IT support experience (additional experience may be substituted for education)
• Experience supporting Microsoft Windows operating systems and Microsoft Office
• Hands-on experience with Active Directory administration
• Experience with ServiceNow, Remedy, or similar ITSM ticketing platforms
• Experience troubleshooting desktops, laptops, printers, and peripheral devices
• Familiarity with Microsoft Intune and mobile device management
• Experience supporting CAC authentication, DoD VPN clients, and DoD enterprise environments
• Working knowledge of basic networking concepts, including CAT5/CAT6 cabling and fiber connections
• Excellent communication, troubleshooting, and customer service skills.

Preferred Qualifications

• Experience supporting large DoD or Air Force enterprise environments
• Experience with Microsoft Intune Mobile Device Management (MDM)
• Desktop imaging and enterprise deployment experience
• Strong analytical and problem-solving skills
• Ability to communicate effectively with both technical and non-technical users
• Ability to work independently and as part of a team in a fast-paced support environment
• Willingness to participate in occasional after-hours support and on-call rotations.