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CLOSED - 2259 - Desktop Support/Hardware Technician

Washington, District Of Columbia


  • Resolves customer hardware, O/S, software, and connectivity issues.
  • Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and reduce Mean Time To Repair for increased customer productivity.
  • Reimages PCs/laptops when staff leave the government.
  • Performs periodic PC refreshes or windows updates.
  • Recovers desktop images from malware and ransomware.
  • Recovers PCs/laptops from hard drive crashes.
  • Monthly patch management of customer IT environment.
  • Performs device Installs, Moves, Adds, Changes and Deletions on customer devices through proper Change Control and backups.
  • Organizes and files documentation pertaining to warranties and instructional guides for computer hardware.
  • Maintains inventories in conjunction with the Asset Management Team on hardware and software licenses.
  • Please note this position has 1 shifts


  • BS degree and 5-7 years experience or a MS degree and 3-5 years experience or high school diploma and nine years experience.
  • Minimum 2-3 years of proven experience supporting government desktops
  • Extensive experience working with different operating systems including Windows and Mac OS.


  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
  • Ability to accept constructive criticism and customer feedback regarding their experience with software or IT services.
  • Ability to prioritize and manage several milestones and projects efficiently.
  • Professional written and interpersonal skills are essential when communicating with customers and clients.
  • Primary schedule is day shift, however, must have schedule flexibility to work any schedule within 24/7, including occasional weekends to support critical missions, as needed
  • Must have excellent in person/face to face client centric customer service skills
  • Comp TIA, A+ Certification
  • MCSE Certification
  • Experience using ServiceNow as a CRM a plus
  • ITIL v3 or v4 Certification


  • Secret minimum