Deskside Support Specialist - Journeyman Job

Job Summary:
Seeking a Deskside Support Specialist to provide onsite Tier 1/2 technical support, installing and configuring Windows/Apple desktops, laptops, tablets, and mobile devices for government employees, with regular travel around the local area required.
Key Responsibilities:
• Install, configure, and support Windows and Apple desktops, laptops, tablets, and mobile devices
• Provide deskside and remote support using designated ITSM tools
• Accurately track all service requests, incidents, and change requests in the ITSM platform
• Troubleshoot hardware, software, network, and Office 365 (SharePoint, OneDrive, OneNote, Teams) issues
• Collaborate with engineers and developers to resolve desktop/network/application-layer issues
• Support Active Directory tasks including password resets and account unlocks
• Deliver strong customer service, making non-technical users comfortable with complex tech concepts
Required Skills & Certifications:
• Bachelor's degree in IT or related field, or equivalent experience (10 years)
• 6 years installing/configuring Windows and Apple desktop endpoints, laptops, and tablets
• 6 years tracking service requests/incidents in an ITSM platform
• 6 years of providing remote and deskside desktop support
• 6 years collaborating with engineers/developers on cross-layer troubleshooting
• 3 years of strong customer service and IT administrative support experience
• 3 years of hardware and complex software troubleshooting expertise
• 3 years proficiency with Office 365 suite
• 2 years’ experience with Active Directory
Preferred Skills & Certifications:
• CompTIA A+, Network+, or Security+ certification
• Experience supporting government or large enterprise environments
• Knowledge of ITIL practices
Scheduling:
• Location: Washington, DC (Onsite)
• Interview Type: No interview required