Service Desk Agents – Tier 2 (DW2604HTZ)
$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 and incident management procedures. Log and manage service tickets in the ITSM platform while providing high-level technical support for mobile devices, software configuration, and advanced workstation troubleshooting. Perform system imaging, device configuration, and onsite hardware installation and replacement, including user data migration and secure sanitization workflows. Utilize PowerShell and Power BI to automate maintenance processes and create custom reports. Maintain asset documentation, coordinate device returns, and support nationwide field dispatch within defined response timelines. Develop and update technical documentation. Work onsite in Washington, DC with a hybrid model, requiring the ability to lift up to 50 pounds.
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 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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