Desktop Support Technician

The Desktop Regional Lead for the Chicago region provides technical leadership and hands-on desktop support for the U.S. Department of Education. This senior role serves as a key escalation resource and coordinates regional desktop support activities, with primary onsite service delivery across the assigned region.

Location and Work Setup

• Location: Chicago, IL (Onsite Workplace)
• Travel required: 10-25%
• Work schedule: Primarily onsite; occasional after-hours support, planned maintenance, or major incident response may be necessary

Compensation

• Hourly rate: $32.30 - $43.70

Clearance and Trust Requirements

• Clearance level: Other
• Public Trust: BI Full 6C (T4)

Role Responsibilities

• Lead and coordinate daily desktop support activity across the region, including incidents, service requests, deployments, and escalations.
• Act as the senior technical escalation point for complex issues affecting desktop and laptop systems, hardware, software, connectivity, authentication, and peripherals.
• Provide hands-on technical support while mentoring and guiding desktop support technicians.
• Coordinate technician priorities and workloads to support timely resolution and consistent customer service.
• Collaborate with Service Desk, Endpoint Services, Asset Management, Network Operations, Cybersecurity, Engineering, and other enterprise teams.
• Support Windows 11, Microsoft 365, Teams, OneDrive, laptops, desktops, docking stations, monitors, printers, mobile devices, and enterprise applications.
• Troubleshoot endpoint hardware and software, VPN, wireless and network connectivity, authentication, and peripheral issues.
• Coordinate workstation refreshes, hardware replacements, software deployments, office moves, onboarding, offboarding, and other regional IT initiatives.
• Provide advanced support for executives, VIP users, and other high-priority customers.
• Monitor regional ticket queues, aging incidents, and escalations to ensure appropriate follow-up and resolution.
• Support major incidents and high-priority technical events by coordinating regional troubleshooting and service restoration efforts.
• Ensure support activities are accurately documented in ServiceNow and completed in accordance with established ITSM processes and technical standards.
• Maintain accurate regional asset, inventory, configuration, and technical documentation.
• Communicate regional issues, risks, trends, and operational needs to technical and operational leadership.

Required Qualifications

• Technical training, certification(s), degree, or equivalent combination of education and experience.
• 8+ years of related desktop support, endpoint support, IT operations, or enterprise technical support experience.
• Advanced experience supporting Windows, Microsoft 365, enterprise laptops and desktops, peripherals, endpoint applications, VPN, networking, authentication, and endpoint management technologies.
• Experience with ServiceNow or a comparable enterprise ITSM platform.
• Working knowledge of ITIL incident, request, change, problem, and escalation processes.
• Experience serving as a technical lead, senior technician, escalation resource, or mentor.
• Ability to coordinate technical workloads and priorities across multiple technicians or supported locations.
• Strong troubleshooting, customer service, communication, and documentation skills.
• Ability to work independently and effectively coordinate with geographically dispersed technical teams.
• U.S. citizenship required.
• Ability to obtain and maintain required customer suitability or security requirements.

Key Technologies

• Windows 11
• Microsoft 365
• Teams
• OneDrive
• ServiceNow
• VPN
• ITIL

Benefits

• Career development and learning opportunities
• Internal mobility resources focused on career growth
• Comprehensive benefits
• 401(k) with company match
• Competitive pay
• Paid time off
• Award-winning culture of innovation and a military-friendly workplace

Additional Information

• Requisition #: RQ229185
• Requisition type: Regular
• Key skills for success: Computer Hardware, Desktop Computers, Help Desk Support, Information Technology Operations, Remote Access
• Years of experience (may vary): 5+ years of related experience

Identity Verification Process

• Expected to be on camera during virtual interviews.
• Company reserves the right to take your picture to verify identity and prevent fraud.
• Authorization is required for the collection, processing, and use of biometric data for identity verification and security purposes.