Desktop Support Technician

We are seeking a Desktop Support Technician to join our team at Offutt AFB, NE. As a Desktop Support Technician, you will provide targeted, one-off desk-side deployments and hardware replacements directly to end-user workstations. You will troubleshoot, repair, and replace desktop endpoints, monitors, secure KVM switches, and video cabling. You will also install, configure, and validate peripherals, conduct post-repair functionality checks, and triage, manage, and resolve hardware incident tickets daily within ServiceNow.

Responsibilities:

• Deliver targeted, one-off desk-side deployments and hardware replacements directly to end-user workstations.
• Troubleshoot, repair, and replace desktop endpoints, monitors, secure KVM switches, and video cabling (DisplayPort, HDMI).
• Install, configure, and validate peripherals, including smart card/CAC readers, wired keyboards, mice, speakers, and enterprise headsets.
• Conduct post-repair functionality checks to ensure immediate system stability, network connectivity, and peripheral integration.
• Triage, manage, and resolve hardware incident (INC) tickets daily within ServiceNow to meet established service level agreements (SLAs).
• Monitor, adjust, and reconcile on-hand stock quantities in ServiceNow to ensure accurate inventory counts for all endpoint devices and peripherals.
• Update Configuration Item (CI) records, asset states, and assigned user mappings to maintain Configuration Management Database (CMDB) integrity.
• De-install and recover decommissioned endpoints, legacy displays, secure KVMs, and associated accessories from desk environments.
• Sanitize, sort, and process retired hardware according to organization asset disposition and security compliance guidelines.
• Update ServiceNow asset records from active to retired/disposed status to maintain clean, audit-ready chain-of-custody tracking.

Preferred Qualifications:

• Hands on experience with enterprise imaging tools, PXE deployment, Windows/Mac/Linux OS installation, and system provisioning.
• Working knowledge of BIOS/UEFI settings, TPM, Secure Boot, device driver injection, and hardware diagnostics.
• Experience with AD/Azure AD domain joins, group policy, and enterprise configuration compliance.
• Familiarity with NIST sanitization standards and secure decommissioning procedures.
• Strong troubleshooting skills across hardware, software, networking, and system configuration layers.
• Ability to maintain documentation, follow SOPs, and support high tempo operational environments.
• Excellent communication and customer service skills for direct interaction with mission operators.

Benefits:

• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holiday