Desktop Support Technician II

TekSynap•Washington, DC

21h•$61,000 - $70,000•Onsite

About The Position

As a Tier 2 Support Technician, you will provide high-quality intermediate technical support for issues escalated from Tier I. You will work hands-on and, at times, remotely, supporting workstation, mobility, and network troubleshooting, and participate in on-site support activities requiring higher technical proficiency. More senior candidates will also be able to provide advanced technical support for escalated issues, lead complex troubleshooting tasks, mentor Tier I and Tier II Junior technicians, and support on-site technical operations requiring advanced knowledge and system expertise. You will provide advanced front-line support, handle escalations within Tier I operations, resolve complex service desk issues, and mentor junior technicians. This position ensures high-quality technical support for Client users, including executive-level (VIP) personnel. You will need to exhibit exceptional customer-handling skills, with a razor focus on customer satisfaction, and with the requisite white-glove VIP attention to timeliness, professional demeanor, and discretion.

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.
U.S. Citizenship
Background Check

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.