Tier 2 Technician
About The Position
The IT Support Technician provides second-level escalation support to the Tier 1 Help Desk and remote and onsite troubleshooting for hardware and software. The role resolves Call Center Tech Support tickets and provides deskside support to onsite customers, including VIPs who may require white-glove service. The technician supports software and hardware across client facilities in the Washington, DC National Capital Region, traveling between sites as needed for break-fix tickets. The position documents and manages incidents, work orders, requests, inventory, and projects through a ticketing system, following service-level agreement requirements. It also contributes to project testing and deployment, asset management and data governance, knowledge-base updates, equipment logistics, and maintenance of organized hardware storage areas. The technician coordinates with vendors and other support teams on troubleshooting, repairs, replacements, and escalations. The role is classified as non-exempt and is located at 1100 L. Street NW, Washington, DC. A Secret clearance is required.
Requirements
- High school diploma.
- At least 4 years of experience working in deskside services, specifically supporting executive VP/VIP levels and their assistants.
- Active Secret clearance.
- Current MCP (Microsoft Certified Professional), Google IT Support, or HDI-CSR certification.
- Knowledge of Microsoft Management Console tools, particularly Active Directory for users and computers, Terminal Services, VPN technologies such as ZScaler, and Windows OS imaging tools.
- Self-motivation to learn and improve technology knowledge, skills, and understanding of business processes.
- Excellent verbal and written communication skills.
- Professional organization and dress.
- Data-entry skills sufficient to clearly explain how problems were fixed.
- Customer-focused and service-oriented approach.
- Attention to detail.
- Ability to multitask.
- Ability to work individually and as part of a team with little supervision.
Nice To Haves
- Experience troubleshooting and configuring OneDrive, Azure, Office 365, MS Teams, and SharePoint.
- Experience troubleshooting and configuring vendor-agnostic VPNs.
- Experience troubleshooting and configuring print services.
- Experience troubleshooting and configuring Bomgar/BeyondTrust.
- Experience troubleshooting and configuring BitLocker.
- Experience troubleshooting and configuring ServiceNow.
Responsibilities
- Provide second-level escalation support to the Tier 1 Help Desk.
- Troubleshoot hardware and software remotely and onsite.
- Resolve Call Center Tech Support tickets and provide deskside support to onsite customers.
- Install, monitor, troubleshoot, replace, and support software from multiple vendors, printers and consumables, multifunction devices and consumables, imaging scanners, mobile devices, VTC issues, Wi-Fi and local or wide area network connectivity, data storage systems, Active Directory, and third-party software.
- Document incidents and work orders in the ticket tracking system, including detailed break-fix steps and resolutions.
- Provide white-glove service to VIPs when necessary.
- Monitor and update incidents and requests, including those assigned to external suppliers or vendors.
- Reassign or escalate incidents and requests to the appropriate support level, third parties, or other teams.
- Track work, inventory, and projects using a ticketing system.
- Assist with and participate in project testing and deployment or delivery.
- Travel to client sites in the Washington, DC National Capital Region as needed for break-fix tickets.
- Work with vendors on software and hardware troubleshooting, repair, replacement, and personnel escort.
- Participate in project deployment.
- Provide input to and update the knowledge base as necessary.
- Coordinate and conduct movement of assets and equipment to client facilities as needed.
- Maintain organized resource and hardware storage rooms.
- Document, update, and close tickets according to service-level agreement requirements.
- Support and participate in asset management analysis and data governance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
