IT Service Desk II/Help Desk II

R3•Washington DC, DC

About The Position

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented IT Service Desk II/Help Desk II to join our team. As a IT Service Desk II, Help Desk II you serve as a primary point of contact for clients, delivering timely, accurate, and professional technical support across a range of technologies. Building on foundational skills, you resolve more complex issues with greater independence while maintaining a strong focus on customer experience. In this role, you take increased ownership of incident resolution, including advanced troubleshooting, root cause analysis, and escalation support. You play a key role in meeting service-level commitments, collaborating with internal teams, and ensuring consistent client operations. You also contribute to team growth by mentoring junior engineers, enhancing documentation, and identifying opportunities to improve processes and service delivery. This role represents a continued step forward in technical depth, ownership, and client responsibility. Position is Contingent on Award of Contract Late August/Sept Start

Requirements

5+ years of advanced experience supporting Windows, macOS, iOS, and Android environments
5+ years of Active Directory user and account administration
5+ years supporting Microsoft Windows and Microsoft 365 / Office 365
3+ years supporting remote-access technologies
3+ years supporting VPN and remote connectivity
Experience troubleshooting complex end-user hardware and software issues
Experience supporting endpoint or mobile device management platforms
Strong understanding of networking concepts including IP addressing, DHCP, DNS, and TCP/IP
Demonstrated ability to independently troubleshoot and resolve intermediate-to-advanced technical issues
Strong documentation and technical writing skills
Ability to manage multiple priorities in a fast-paced environment
Ability to professionally handle escalated or challenging customer interactions
U.S. citizenship is preferred; other work authorization may be considered.
Candidates must be able to successfully complete a U.S. Capitol Police background check and badging process before beginning work.

Nice To Haves

3–5+ years of experience in an MSP or similar multi-client technical support environment
PowerShell experience, including scripting or process automation
Power BI experience
CompTIA A+, Network+, or Security+
Microsoft 365 certification
ITIL Foundation certification
Other industry-recognized IT certifications
Associate or bachelor's degree in IT or a related field

Responsibilities

Resolve intermediate to advanced technical issues with minimal supervision
Serve as an escalation resource for Tier 1 engineers
Provide advanced onsite support for laptops, desktops, mobile devices, printers, peripherals, and related hardware
Troubleshoot Windows, macOS, iOS, and Android environments
Support Microsoft 365 applications and services
Perform advanced Active Directory user and device administration
Troubleshoot remote-access software, VPN, and connectivity issues
Install and configure hardware, software, workstations, printers, monitors, and peripherals
Perform user data migrations
Create and deploy system images for laptops and desktops
Decommission and securely wipe Macs, iPhones, and iPads
Support endpoint and mobile device management platforms including AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, and JAMF
Perform root-cause analysis and identify recurring technical issues
Recommend permanent fixes and process improvements
Create and maintain technical documentation, knowledge-base articles, and standard operating procedures
Assist with onboarding new users, systems, and technology
Work collaboratively with internal teams and external vendors
Communicate proactively with users regarding issue status and resolution timelines
Participate in on-call rotations and provide evening or weekend support when required
Provide high-level support during urgent or emergency situations
Maintain strong customer service when working with executive-level users and office leadership