Service Desk Technician Tier 2

Chenega Corporation•Washington, DC

2d•Onsite

About The Position

SecuriGence is seeking a Service Desk Technician Tier 2 to join our IT support team in Washington, DC. This position provides hands-on desktop support for federal government users, ensuring the timely resolution of technical issues and the seamless operation of IT systems. The role is responsible for troubleshooting, workstation deployment, VIP support, and contributing to the overall efficiency of the FCC IT environment.

Requirements

Bachelor’s degree and 2+ years of relevant IT experience; OR Associate degree and 4+ years of relevant IT experience; OR High School diploma and 6+ years of relevant IT experience.
Must be a U.S. Citizen with the ability to obtain and maintain a Public Trust Clearance
Strong knowledge of Microsoft Windows operating systems, Office 365, Active Directory, and common enterprise applications.
Ability to follow federal IT security and compliance guidelines in daily operations.
Familiarity with ITIL processes for incident, problem, and change management.
Excellent troubleshooting skills with the ability to analyze, diagnose, and resolve technical issues independently.
Strong interpersonal and communication skills with the ability to interact effectively with end users, technical staff, and executive-level stakeholders.
Demonstrated ability to work in a fast-paced, mission-driven federal contracting environment while maintaining accuracy and attention to detail.
Customer-focused, professional demeanor with the ability to provide courteous and effective technical support.
Experience with IT asset management systems, service ticketing platforms, and technical documentation.
Ability to prioritize multiple tasks and meet deadlines under time-sensitive conditions.

Responsibilities

Provide in-person Tier II support for desktops, laptops, mobile devices, peripherals, and network connectivity issues.
Deploy, configure, and secure workstations and IT equipment in compliance with federal security standards and agency configuration baselines.
Manage, document, and track incidents and service requests using the approved ticketing system, ensuring timely resolution and adherence to service-level agreements (SLAs).
Deliver VIP and executive-level IT support with discretion, professionalism, and urgency.
Support new hire onboarding and employee offboarding processes, including account provisioning/deprovisioning, hardware deployment, and access control.
Maintain asset inventory records, ensuring accountability and compliance with federal property management policies.
Document technical procedures, knowledge base articles, and lessons learned to improve service delivery and support continuity.
Escalate unresolved technical issues to Tier III or engineering teams, providing detailed documentation of troubleshooting steps taken.
Ensure adherence to ITIL best practices for incident, problem, and change management.
Support compliance with cybersecurity policies, federal IT security requirements, and agency-approved procedures.
Perform other IT support duties as assigned in alignment with federal mission objectives.
Other duties as assigned.