Desktop Support Technician II

TekSynap•Washington, DC

7d•Onsite

About The Position

We are seeking highly motivated and experienced Tier II Desktop Support Technicians to join our team supporting our Customer in Washington, D.C. TekSynap provides the client with IT Support Staffing to augment their existing teams. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com . Apply now to explore jobs with us! The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

Requirements

5 years of advanced-level experience across all major operating systems.
5 years of Active Directory user and account administration.
5 years of Windows and Microsoft 365 support.
3 years of remote access support for hardware and software.
3 years of VPN support experience.

Nice To Haves

ITIL Foundation.
CompTIA certification(s).
Related college degree.
Microsoft 365 certification

Responsibilities

Resolve escalated incidents requiring advanced technical expertise in workstation, mobility, network, and enterprise endpoint support.
Perform device imaging, configuration, provisioning, patching, hardware installation, repair, replacement, and onsite support.
Assist with account, system, and enterprise device administration while documenting resolutions and maintaining technical knowledge articles.
Coordinate with Tier III engineers to resolve enterprise-wide incidents and support large-scale deployments, updates, patches, and technology rollouts.
Serve as the primary escalation point for Tier II issues, develop and maintain standard operating procedures (SOPs) and technical documentation, and mentor Tier I and Tier II technicians.
Deliver exceptional customer service to staff, management, and executive-level (VIP) users while consistently meeting established quality standards and service level expectations (SLAs).
Effectively manage time-sensitive and high-priority support requests for executive leadership, demonstrating sound judgment, professionalism, and clear communication.
Troubleshoot and resolve complex issues involving Windows, macOS, iOS, and Android operating systems using advanced diagnostic, remote support, and endpoint management tools.
Diagnose and resolve network connectivity issues using networking fundamentals, network diagnostic tools, VPN technologies, and enterprise mobility/device management solutions.
Provide professional, customer-focused technical support to staff, management, and executive leadership while collaborating effectively with cross-functional IT teams.
Perform onsite hardware installation, maintenance, repair, replacement, and equipment setup, including safely lifting and moving equipment up to 50 pounds as required.