What are the responsibilities and job description for the Deskside Support Technician position at Catapult Federal Services?
Location: Washington, DC (100% On-Site; will transition to Merrifield, VA)
Clearance Required: Active Public Trust Clearance (required)
Hours: 40 hours/week (no OT expected)
Position Summary
We are seeking an experienced Deskside Support Technician to provide Tier II support for a federal customer in the Washington, DC area. This role supports end users across multiple buildings and requires excellent customer service skills, technical troubleshooting abilities, and the discipline to work independently while keeping all assigned tickets up to date.
This position delivers high-quality, white-glove IT support to users, including senior leadership, ensuring timely resolution of incidents, requests, and onsite technical issues.
Responsibilities
- Provide deskside support for users based on dispatched tickets or onsite requests.
- Perform break/fix troubleshooting on government-issued laptops and desktops (e.g., replacing batteries, hard drives, etc.).
- Install specialty software not packaged for automated deployment.
- Remove devices from the network when directed by security teams.
- Diagnose and resolve issues with printers, including toner replacement.
- Support occasional “white glove” needs for senior staff, ensuring timely professional support.
- Update and maintain ITSM tickets according to service-level expectations.
- Work effectively across multiple building locations without direct supervision.
- Deliver clear communication and exceptional customer service to end users.
Required Qualifications
- High school diploma and 5 years of relevant IT experience.
- Active Public Trust Clearance with ability to maintain it.
- Hands-on Tier II support experience in a Windows-based office environment.
- Strong customer service mindset and professional communication skills.
- Experience using an ITSM ticketing system.
- Ability to work independently, prioritize workload, and resolve issues efficiently.
Preferred Qualifications
- Experience supporting Department of Justice environments or components.
Work Environment
- Office-based IT support across multiple buildings in Washington, DC.
- May occasionally support senior leadership requiring expedited and professional service.
- All work tracked through ITSM with performance measured by SLAs and ticket quality.