Deskside Support Technician

Job Summary

Aptive is seeking Desktop Support Technicians to provide comprehensive IT support services in alignment with the Performance Work Statement (PWS) requirements for the Department of Veterans Affairs (VA). This role supports the VA customer base by delivering deskside technical support, troubleshooting issues, maintaining system integrity, and ensuring compliance with VA IT policies. The position is onsite in Washington, DC.

The expected compensation at the time of requisition creation, is between $55,000 and $63,500.  The position offers with medical, dental and vision coverage.  Additional benefits such as 401K, disability insurance and PTO are provided as well.

Primary Responsibilities

• Provide desktop and laptop support for Windows and Mac systems, prioritizing malware-infected devices and critical security incidents.
• Respond to help desk tickets in ServiceNow, ensuring timely resolution and escalation of unresolved issues to the VA IT team.
• Perform onsite and remote troubleshooting using VA-provided tools to diagnose and resolve software, hardware, and network issues.
• Support Active Directory system administration, including account creation, password resets, and security group management.
• Configure, install, and maintain anti-virus software, VPN, and RESCUE applications to ensure secure system operations.
• Provide Tier 2 PKI support, assisting users with Outlook configurations, certificate establishment, and email encryption setup.
• Install and configure Citrix Access Gateway (CAG) virtual desktop clients, ensuring compatibility with VA platforms.
• Deploy, configure, and maintain desktop/laptop devices, including imaging, re-imaging, and software installations.
• Support VA office relocations by disconnecting and reconnecting IT equipment, ensuring seamless transitions.
• Use ServiceNow to prioritize tickets and dispatch technicians for deskside support as needed.
• Troubleshoot BitLocker encryption issues and assist users with secure access to their systems.
• Maintain accurate documentation of troubleshooting steps, resolutions, and asset tracking in accordance with VA IT security policies.
• Contribute to lessons learned and best practices to improve future support services.

Minimum Qualifications

• Bachelor’s Degree in IT, Computer Science, or related field.
• Experience in IT help desk support, troubleshooting Windows and Mac environments.
• Microsoft Certified Solutions Associate (MCSA) Windows 10 or Microsoft 365 Certified: Modern Desktop Administrator Associate.
• Within six months, you must have Microsoft 365 Certified: Modern Desktop Administrator Associate.
• If providing Apple support, Apple Certified Support Professional (ACSP); macOS Mojave 10.14.6 or higher.
• Strong knowledge of help desk operations and ServiceNow ticketing systems.
• Demonstrated ability to manage Active Directory, software deployments, and device imaging.
• Effective problem-solving and communication skills, with the ability to work independently.
• Ability to obtain and maintain public trust clearance.

Desired Qualifications

• Experience working in a government consulting environment.
• Familiarity with VA IT security policies and best practices.
• Certifications such as HDI Customer Support, ITIL, or CompTIA A preferred.
• Ability to work in a fast-paced environment and adapt to evolving IT needs.

About Aptive

Aptive is a management consulting firm based in Alexandria, Virginia. With more than 500 employees across the U.S., we primarily support the federal government – more than a dozen agencies like Veterans Affairs, Transportation, Defense, Library of Commerce, Customs and Border Protection and the National Science Foundation. Our work focuses on applying creativity, technology and human-centered services to improve performance, bridge divides and elevate the lives of millions of people who count on government. services every day. 

EEO Statement

Aptive is an equal opportunity employer. We consider all qualified applicants for employment without regard to race, color, national origin, religion, creed, sex, sexual orientation, gender identity, marital status, parental status, veteran status, age, disability, or any other protected class.

Veterans, members of the Reserve and National Guard, and transitioning active-duty service members are highly encouraged to apply.

Salary : $55,000 - $63,500