The Desktop Technician V serves as a senior technical authority responsible for overseeing complex desktop support operations, leading enterprise technology initiatives, and providing technical direction to desktop support personnel. This position is accountable for ensuring the reliability, security, and operational effectiveness of end-user computing systems, specialized applications, and associated enterprise infrastructure.
Working closely with Federal Functional Leads, IT leadership, and cross-functional technical teams, the Desktop Technician V provides oversight of technical projects, supports strategic technology initiatives, establishes operational standards, and drives continuous improvement across enterprise desktop support services.
The successful candidate must demonstrate expert-level technical knowledge, proven leadership and project management capabilities, and the ability to independently manage complex technical challenges while supporting federal mission requirements.
Essential Duties and ResponsibilitiesEnterprise Technical Support and Advanced Troubleshooting
- Provide expert-level technical support for highly complex desktop, operating system, application, and network-related issues.
- Serve as a senior technical authority and escalation resource for enterprise desktop support operations.
- Diagnose and resolve critical technical incidents affecting multiple users, systems, or operational environments.
- Perform advanced root cause analysis and develop corrective actions for recurring or enterprise-wide technical issues.
- Provide technical expertise for Microsoft Windows operating systems, enterprise desktop infrastructure, Microsoft Office Suite, and Google Workspace.
- Support specialized and mission-critical applications, including GIS, AutoCAD, and other enterprise software platforms.
- Evaluate technical solutions and recommend improvements to system reliability, performance, and operational effectiveness.
Technical Project Management and Enterprise Initiatives
- Lead and manage enterprise desktop technology projects from planning through implementation and closeout.
- Develop project plans, implementation schedules, technical requirements, milestones, and supporting documentation.
- Coordinate technical resources, assignments, and deployment activities across multiple teams or locations.
- Monitor project schedules, risks, dependencies, and deliverables to ensure successful execution.
- Lead enterprise system upgrades, hardware refresh initiatives, software deployments, and technology modernization efforts.
- Coordinate with federal stakeholders, IT leadership, and technical teams to align project activities with mission requirements.
- Provide technical recommendations regarding enterprise desktop infrastructure, lifecycle management, and technology improvements.
Technical Leadership and Team Oversight
- Provide technical leadership and oversight to teams of Desktop Technicians and other IT support personnel.
- Assign and coordinate technical activities to support operational priorities and project requirements.
- Serve as a senior Subject Matter Expert (SME) for enterprise desktop technologies, technical troubleshooting, and specialized applications.
- Mentor and develop technical personnel through guidance, knowledge sharing, and technical training.
- Assist leadership with resource planning, workload coordination, and technical performance improvement.
- Support the resolution of high-priority incidents and operational challenges requiring senior-level technical expertise.
- Collaborate with Federal Functional Leads and management to support strategic and operational initiatives.
Operational Standards and Process Improvement
- Develop, implement, and maintain technical standards, operational procedures, and desktop support best practices.
- Establish and maintain technical documentation, implementation guides, SOPs, and knowledge management resources.
- Evaluate enterprise desktop support processes and recommend improvements to efficiency, consistency, and service delivery.
- Lead continuous improvement initiatives focused on technical performance, incident resolution, and customer satisfaction.
- Support standardization of desktop configurations, system deployment procedures, and technical support workflows.
- Analyze operational performance trends and recommend corrective actions to address recurring technical or service delivery issues.
- Promote consistent technical support practices and compliance with established SLAs.
Cybersecurity and Compliance
- Provide technical oversight to ensure desktop support activities comply with applicable NIST SP 800-53 security and privacy controls.
- Support compliance with FISMA and applicable federal cybersecurity requirements.
- Coordinate with cybersecurity and systems administration teams regarding endpoint security, vulnerability remediation, and configuration management.
- Support implementation of approved security controls, system updates, and technical risk mitigation activities.
- Identify and report cybersecurity concerns, vulnerabilities, and unauthorized activities in accordance with established procedures.
- Ensure enterprise technology initiatives comply with organizational IT policies, federal standards, and contractual requirements.
Stakeholder Communication and Strategic Support
- Serve as a senior technical point of contact for federal stakeholders, IT leadership, and cross-functional technical teams.
- Provide technical recommendations and operational insights to support leadership decision-making.
- Prepare and present technical reports, project updates, implementation plans, and performance summaries.
- Communicate complex technical issues, project risks, and recommended solutions to technical and nontechnical audiences.
- Support strategic planning discussions related to enterprise desktop infrastructure, technology modernization, and service delivery improvements.
- Coordinate with government personnel and technical leadership to address enterprise technology requirements.
Required Skills and Abilities- Expert knowledge of Microsoft Windows operating systems, enterprise desktop infrastructure, and end-user computing technologies.
- Advanced understanding of desktop hardware, mobile devices, network connectivity, and enterprise application environments.
- Strong proficiency with Microsoft Office Suite, Google Workspace, and specialized enterprise applications.
- Demonstrated ability to diagnose and resolve highly complex technical issues affecting enterprise systems.
- Proven experience leading technical projects, system deployments, and enterprise technology initiatives.
- Demonstrated ability to oversee technical teams, coordinate resources, and manage operational priorities.
- Strong project planning, execution, documentation, and risk management skills.
- Ability to develop technical standards, operational procedures, and process improvement initiatives.
- Strong analytical, organizational, strategic problem-solving, and decision-making skills.
- Excellent written and verbal communication skills.
- Ability to interact effectively with federal leadership, technical teams, and government stakeholders.
- Ability to work independently with minimal supervision while providing technical direction and leadership to others.
Education and ExperienceEducation:
- Associate degree in Information Technology, Computer Science, Information Systems, or a related technical field; or equivalent relevant experience.
Experience:
- Minimum of five (5) years of professional IT technical support experience, including demonstrated technical leadership responsibilities.
- Experience supporting complex enterprise desktop computing environments.
- Demonstrated experience leading technical projects, system deployments, and enterprise IT initiatives.
- Experience providing technical direction, mentoring, or oversight to desktop support personnel.
- Experience supporting Microsoft Windows operating systems, enterprise applications, and associated infrastructure.
- Experience developing technical documentation, operational standards, and support procedures.
Preferred Qualifications:
- Experience managing or leading technical teams of five (5) or more personnel.
- Experience supporting DOI/IA or other federal government IT environments.
- Experience leading enterprise technology deployments, modernization initiatives, and hardware lifecycle programs.
- Experience supporting GIS, AutoCAD, and specialized enterprise application ecosystems.
- Experience using enterprise endpoint management, imaging, and software deployment solutions.
- Familiarity with IT service management platforms, including ServiceNow, Remedy, or similar systems.
- Experience with federal cybersecurity compliance, including NIST SP 800-53 and FISMA.
- CompTIA Security+, Microsoft technical certifications, or relevant project management certifications.
Work Environment- Work is primarily performed in a professional office or federal government facility.
- Frequent interaction with federal leadership, technical teams, government stakeholders, and desktop support personnel.
- Work may involve overseeing technical operations and enterprise technology initiatives across multiple locations.
- Occasional travel between government facilities or support locations may be required.
- Extended or irregular work hours may be necessary to support critical technical incidents, system deployments, or mission requirements.
Special Requirements- U.S. Citizenship Required.
- Must have the ability to obtain and maintain the government security clearance required by the supported contract.
- Must successfully complete required government background investigations and pre-employment screening.
- Must comply with applicable NIST SP 800-53, FISMA, government, contractual, and company requirements.
- Must maintain confidentiality regarding government systems, personnel, and sensitive information.
- Must be able to support operational requirements and work schedules established by the supported federal contract.
Physical DemandsIT / Office Environment
- Prolonged periods of sitting, typing, and computer use.
- Occasional walking, standing, bending, and reaching.
- Ability to lift and move equipment weighing up to 15 pounds, with occasional heavier lifting.
- Visual acuity sufficient for computer use and technical troubleshooting.
- Ability to communicate effectively in a professional office environment.
