Service Desk Agents – Tier 2 (DW2604HTC)
$50,000–$65,000 year
HybridWashington, District of Columbia, United States or Washington, United States
Job Summary
Acknowledge, document, and resolve incidents in accordance with Service Level Agreements while logging service tickets in the ITSM platform. Provide high-level technical support for mobile devices, software configuration, and advanced workstation troubleshooting. Perform system imaging, device configuration, and onsite hardware installation or replacement. Support Microsoft 365 applications, manage endpoint lifecycle processes, and configure workstations including profile setup and peripheral installations. Use PowerShell and Power BI to automate maintenance and create custom reports. Maintain asset documentation, coordinate device returns, and sanitize workflows. Deliver onsite and virtual support within defined response timelines while developing technical documentation.
Required Qualifications
- 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 the required background investigation and security training
Desired Qualifications
- ITIL Foundation certification
- Experience supporting large distributed enterprise environments
- Experience supporting transition or surge operations
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