Service Desk Field Technician

Position Summary 

Location: Colorado Springs, CO (Peterson AFB) 

• In person, with possibility of support at Assessors or VIP residences 

The Service Desk Field Technician serves as the frontline technical support professional for the organization, bridging the gap between end-users and complex IT infrastructure. This role provides Tier I and II support, diagnosing and resolving hardware, software, and peripheral issues directly at the user's workspace or remotely. The candidate plays a crucial role in maintaining endpoint compliance, deploying new hardware and software assets, and ensuring that personnel have reliable, secure access to their required systems. 

Principal Duties and Responsibilities 

• Incident & Request Resolution. Provides rapid, professional technical support for desktops, laptops, mobile devices, and peripherals; uses the enterprise ticketing system (e.g., ServiceNow) to track, escalate, and resolve user issues. 
• Endpoint Lifecycle Management. Images, deploys, and recovers IT hardware; ensures that gold images and software deployments adhere to baseline security standards prior to deployment. 
• Compliance & Patching. Assists in verifying that all endpoints receive necessary patches and antivirus updates; remediates non-compliant workstations identified by vulnerability scans. 
• Physical Infrastructure Support. Assists network and systems teams with physical racking, cabling, and basic hardware troubleshooting in server rooms or telecommunications closets as directed. 
• User Training & Outreach. Educates users on basic IT security practices, safe handling of classified materials on digital systems, and usage of enterprise software tools. 
• Documentation. Updates asset inventory databases, contributes to the Service Desk knowledge base, and documents workaround solutions for recurring technical issues. 

Required Qualifications 

• Bachelor's degree in IT with 4 years experience or HS and 8-10 years of experience. 
• Minimum 6 years of experience in an IT helpdesk, service desk, or field support role. 
• Demonstrated hands-on experience troubleshooting Windows 10/11 operating systems, Microsoft Office 365, and standard enterprise applications. 
• Understanding of basic networking concepts (IP addressing, DNS, DHCP) and Active Directory user management. 
• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical staff. 
• DoD 8570/8140 certification at [IAT Level I or II] (e.g., A CE, Security CE). 
• Active TS with SCI eligibility clearance. 

Desired Qualifications 

• ITIL v3/v4 Foundation certification. 
• Experience deploying and managing endpoints in a virtualized desktop (VDI) environment. 
• Familiarity with endpoint management tools (e.g., SCCM, MECM).