Desktop Support Technician with Security Clearance

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.