Tier II/III Desktop Support Technician

TekSynap•Washington, DC

10h•$68,000 - $120,000•Onsite

About The Position

We are seeking highly motivated and experienced Tier II/III Desktop Support Technicians to join our team supporting our Customer in Washington, D.C. TekSynap provides the client with IT Support Staffing to augment their existing teams. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

Requirements

5 years of advanced-level experience supporting Windows, macOS, iOS, and Android operating systems.
5 years of Active Directory user and account administration.
5 years supporting Microsoft Windows and Microsoft 365 applications, including Microsoft 365 Apps (formerly Office ProPlus), SharePoint, and Exchange Online.
3 years supporting clients using remote access solutions, such as BeyondTrust (formerly Bomgar).
3 years supporting VPN and secure remote connectivity; experience with RSA SecurID preferred.
5 years of experience with incident, change, or knowledge management systems, such as BMC Helix (Remedy).
Experience administering endpoint and mobile device management platforms, including JAMF, Apple Business Manager, Workspace ONE UEM, Microsoft Intune, BigFix, and legacy AirWatch.
Ability to configure and troubleshoot commercial off-the-shelf (COTS) software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
Foundational understanding of physical, network, and application layers, including familiarity with TCP/IP protocols and diagnostic tools.
Advanced proficiency with PowerShell scripting and Power BI.
U.S. Citizenship
Background Check

Nice To Haves

Industry certifications such as: CompTIA, A+, Network+, Security+
Microsoft AD
Intune
Microsoft 365
ITIL Foundation certification.
College degree in IT or a related field.

Responsibilities

Deliver exceptional customer service while consistently meeting established quality standards and service level expectations.
Serve as the escalation point for complex technical issues that cannot be resolved by lower-tier support teams.
Resolve advanced hardware, software, operating system, and application issues requiring specialized technical expertise.
Provide white-glove technical support to executive leadership (VIP) and management, including urgent and high-priority incidents.
Mentor and train junior team members to enhance technical knowledge, troubleshooting skills, and professional development.
Install, configure, maintain, and support commercial off-the-shelf (COTS) and internally developed applications.
Deploy, configure, troubleshoot, and support Windows, macOS, iOS, and Android devices, including mobile hardware, software, and enterprise applications.
Create, deploy, and maintain system images; perform device provisioning, user data migrations, equipment decommissioning, and secure data sanitization.
Configure workstations to meet user requirements, including user profiles, printers, dual-monitor setups, peripherals, and office relocations.
Install, configure, troubleshoot, and relocate printers, conferencing equipment, and other endpoint peripherals.
Create and use bootable recovery media and other advanced diagnostic tools to recover and repair failed or corrupted systems.
Administer endpoint and mobile device management platforms, including Jamf, Apple Business Manager, Workspace ONE UEM, Microsoft Intune, BigFix, and legacy AirWatch.
Create, modify, and remove user accounts, groups, profiles, and permissions within Active Directory.
Monitor endpoint security by verifying antivirus protection, remediating malware infections and cybersecurity findings, and coordinating system reimaging when required.
Maintain accurate hardware and software asset inventories and lifecycle records.
Develop and maintain standard operating procedures (SOPs), knowledge base articles, installation guides, and end-user documentation to support knowledge sharing and shift-left initiatives.
Provide technical consultation and recommendations to business offices regarding technology solutions, system usage, and best practices.
Collaborate with cross-functional teams, contractors, and external vendors to diagnose and resolve hardware, software, and infrastructure issues.
Develop PowerShell scripts, Power BI reports, and automation solutions to improve operational efficiency and reporting.
Design and deliver technical training for support staff and end users as needed.