ActioNet, Inc. Careers - Tier 2 - Senior Desk Side IT Specialist

ActioNet, Inc.•Washington, DC

64d•$76,000 - $85,000

About The Position

ActioNet is seeking an to serve as Tier 2 - Senior Desk Side IT Specialist technical resource supporting IT operations in Washington, DC. The ideal candidate will have an associate degree and 5+ years of hands-on IT support experience, including 2 years in a senior or lead role. This position requires a strong technical background in system troubleshooting, endpoint management, and collaboration across IT teams to ensure reliable and secure operations. Salary Range: 76,000-85,000

Requirements

Associate degree in Information Technology, Computer Science, or a related discipline.
5+ years of progressively responsible IT support experience, including at least 2 years in a senior or lead role.
Strong knowledge of Windows OS, Active Directory, Microsoft 365, SCCM, Intune, and AVD environments.
Experience using IT ticketing and asset management systems.

Nice To Haves

Preferred certifications: CompTIA Security+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate, ITIL Foundation, or equivalent.

Responsibilities

Serve as the lead Tier 2 technical specialist for desk side and remote support operations.
Provide advanced troubleshooting and resolution for hardware, software, and integrated systems issues.
Support and manage Azure Virtual Desktop (AVD) sessions, SCCM imaging and deployment, and endpoint configuration.
Troubleshoot and resolve network connectivity, KVM switch integration, and BitLocker encryption recovery issues.
Manage Intune Mobile Device Management (MDM) enrollment, compliance, and device policies.
Oversee endpoint management, patch compliance, and configuration baselines using SCCM and Intune.
Respond to user trouble tickets and service requests in accordance with established SLAs.
Use IT service management tools to document incidents, resolutions, and change histories.
Provide daily user support for hardware, software, and application issues both in person and remotely.
Assist with installation and configuration of supported applications and standard hardware setups.
Develop and maintain technical documentation, including standard operating procedures (SOPs) and user guides.
Conduct technical training and mentoring for Tier 1 and Tier 2 support staff.
Collaborate with Tier 3, Network, and Security teams to resolve escalated incidents and implement enterprise-level solutions.
Monitor system performance and identify opportunities for optimization or automation.
Ensure SLA compliance and maintain detailed technical records.
Lead or guide other IT specialists in daily operations and project assignments.
Contribute to process improvement initiatives that enhance service delivery and efficiency.
Support general network access and assist with application deployment and maintenance.