Tier 2 IT Support Specialist - Alexandria

NetImpact Strategies-posted 3 days ago
Full-time • Mid Level
Alexandria, VA
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NetImpact Strategies is seeking an experienced Tier 2 IT Support Specialist to handle advanced technical issues beyond Tier 1, including software, hardware, network, and mobile device support. You’ll work closely with Tier 1, escalate complex incidents, create documentation, and provide stellar support for end-users, including VIP services and special events.

  • Provide onsite and virtual Tier 2 end-user support for technical issues across hardware, software, and cloud systems.
  • Develop and maintain Tier 1 scripts, user guides, and knowledge base content to streamline support.
  • Deliver advanced technical support for workstation moves, endpoint devices, and UCC systems (conferencing tools, VoIP, Intune, and digital signage).
  • Manage Endpoint Device Operating Systems and software to maintain security compliance
  • Coordinate A/V setup and support for meetings, conferences, and special events.
  • Manage Active Directory and Entra ID provisioning for user access and security.
  • Publish service alerts, announcements, and how-to documentation for end-user communication.
  • Provide white-glove support to VIP users, ensuring rapid response and resolution.
  • Handle escalations to Tier 3 support when advanced troubleshooting is required.
  • Generate ad-hoc reports to support operational and technical decision-making.
  • Apply strong expertise in Microsoft 365, Teams, Intune, Active Directory, and Entra ID administration.
  • Troubleshoot across cloud platforms, networks, hardware, software, and endpoint systems with a focus on efficiency and minimal downtime.
  • 5+ years of Tier 2 or advanced technical support experience
  • Proficient in troubleshooting across cloud, software, hardware, network, and endpoint systems
  • Experience with Microsoft 365, Teams, Intune, VoIP, and UCC tools
  • Skilled in Active Directory and Entra ID management
  • Strong technical writing and communication skills
  • Federal agency or public-sector support experience
  • Familiarity with ServiceNow or similar ITSM systems
  • Experience supporting A/V setups and digital signage
  • Certifications such as CompTIA A+, Microsoft Modern Desktop, or ITIL
  • Your health comes first – we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team
  • Invest in your future – 401(k) Plan – Immediately vested employer contributions; no matching required
  • Work hard, play hard – we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays
  • Pawsitively pawesome – Pet Insurance (because our little critters are part of our families, too!)
  • Invest in your education – Tuition reimbursement, internal training programs, & company-sponsored industry certifications!
  • Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!
  • Have fun and celebrate and give back – Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!
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