Desktop/Field Support Technician

• Support imaging, deployment, and configuration of new and refreshed end-user computing devices in accordance with CLIENT standards
• Execute device enrollment and management tasks in Microsoft Intune, including device compliance verification and policy application
• Assist in hardware lifecycle management activities, including device tracking, surplus processing, and disposition coordination
• Maintain accurate asset records for all end-user computing devices in the Government ITSM platform
• Coordinate with the Asset/Financial Management team on hardware inventory and lifecycle tracking activities
• Support device refresh and modernization initiatives as directed by the End-User Services Lead

• Manage assigned tickets in the Government ITSM platform, ensuring accurate, complete, and timely documentation of all support activities
• Respond to and resolve Tier 2 service requests and incidents within established service level objectives
• Follow established escalation procedures for issues that cannot be resolved at Tier 2
• Contribute to the enterprise knowledge base by documenting common issues, resolutions, and workarounds
• Support Service Desk analysts with technical guidance and knowledge transfer on desktop and field support topics
• Participate in ticket queue reviews and backlog prioritization activities as directed

• Support new employee onboarding by preparing, configuring, and delivering end-user computing equipment and access
• Coordinate with the Microsoft Infrastructure team and Service Desk on account provisioning and access setup for new users
• Support employee offboarding by collecting, wiping, and processing returned devices in accordance with CLIENT procedures
• Provide orientation and basic technology training to new CLIENT staff on standard enterprise tools and systems
• Maintain accurate records of onboarding and offboarding activities in the Government ITSM platform

• Install, configure, and troubleshoot network and local printers, scanners, and other peripherals across CLIENT facilities
• Manage printer driver installation and configuration for CLIENT workstations and laptops
• Coordinate vendor support for printer and peripheral repairs and maintenance as needed
• Maintain accurate inventory records for printers and peripherals in the Government ITSM platform

• Support configuration, enrollment, and troubleshooting of CLIENT-issued mobile devices, including smartphones and tablets
• Manage mobile device enrollment in Microsoft Intune and ensure compliance with CLIENT mobile device management policies
• Assist CLIENT staff with mobile device setup, application configuration, and connectivity issues
• Coordinate with the Microsoft Infrastructure team on mobile device management policies and configurations

• Minimum 1–3 years of hands-on enterprise desktop and field support experience
• Demonstrated experience providing Tier 2 desktop support in a Federal or comparable enterprise environment
• Experience with Microsoft 365 end-user applications and common enterprise productivity tools
• Experience with Microsoft Intune or similar enterprise endpoint management platforms
• Familiarity with hardware installation, configuration, and troubleshooting for workstations, laptops, and peripherals
• Experience managing support activities using a formal ITSM platform (e.g., ServiceNow, Remedy)
• Demonstrated strong customer service skills and ability to communicate technical information clearly to non-technical users

• Solid proficiency in:
• Windows 10/11 desktop support and troubleshooting
• Microsoft 365 end-user applications (Outlook, Teams, SharePoint, OneDrive)
• Microsoft Intune device enrollment and compliance management
• Hardware installation, configuration, and repair
• Printer and peripheral installation and troubleshooting
• Remote support tools and technologies
• VPN and remote access connectivity support
• Mobile device configuration and support
• Working knowledge of:
• Active Directory and Microsoft Entra user management basics
• Zero Trust Architecture principles as applied to endpoints
• NIST SP 800-53 security controls for endpoints
• ITSM platforms and ticketing workflows
• ITIL 4 incident and service request management practices
• Basic network connectivity troubleshooting

Required Certifications (Must be current and unexpired throughout performance):

• CompTIA Security+ (required or must obtain within 90 days of assignment)
• Additional preferred certifications:
• Microsoft Certified: Modern Desktop Administrator Associate (MD-102)

• CompTIA Network+
• HDI Desktop Support Technician or equivalent

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants.

If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies.

As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions.

KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery.

We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities.

For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled.

Shareholder Preference in accordance with Public Law 88-352