Service Desk Agents – Tier 2 (DW2604HT)

Datawiz

70d•Hybrid

About The Position

Datawiz, a GTSC company, seeks experienced and motivated Service Desk Agents, Tier 2. This position is contingent upon contract award and multiple positions are available. The role is located in Washington, DC, with a hybrid work model that includes onsite support at the client site and approved telework once the role can be performed in a hybrid capacity. Datawiz delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards. The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination.

Requirements

Five (5) years supporting Windows and macOS.
Five (5) years Active Directory administration.
Three (3) years secure remote troubleshooting.
Experience supporting endpoint lifecycle processes.
Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf.
Experience with PowerShell and Power BI.
Ability to work onsite in Washington, DC.
Ability to lift up to 50 pounds when supporting onsite hardware needs.
Must be a U.S. Citizen.
Must be eligible to obtain and maintain a Public Trust clearance.
Must successfully complete required background investigation and security training.

Nice To Haves

ITIL Foundation certification.
Experience supporting large distributed enterprise environments.
Experience supporting transition or surge operations.

Responsibilities

Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
Log and manage service tickets in the ITSM platform.
Provide high-level technical support to end users.
Deliver onsite and virtual support for mobile devices, software configuration, and troubleshooting.
Diagnose advanced workstation and application issues.
Perform system imaging and device configuration.
Support Microsoft 365 and enterprise applications.
Provide onsite hardware installation and replacement support.
Perform user data migration tasks upon request ensuring data integrity and security.
Perform mobile device and endpoint management console support.
Configure individual workstations including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
Maintain asset documentation and reconciliation records.
Coordinate device returns and secure sanitization workflows.
Support nationwide field dispatch within defined response timelines.
Support development and updates of technical documentation.