Tier 2 Technician
$70,000–$75,000 year
On-site · Washington, District of Columbia, United States
Job Summary
Tier 2 IT Support Technician provides 2nd level escalation to the Tier 1 Help Desk, performing remote and on-site hardware/software troubleshooting, incident documentation, and VIP/white-glove support. Responsibilities include resolving call-center tickets, servicing printers and imaging devices, mobile devices and VPN/WiFi networks, Active Directory and third-party applications, coordinating with vendors, tracking work in the ticketing system, participating in project deployments, and traveling to client sites within the DC metro area as needed. Requires a High School Diploma, 4+ years of desk-side support experience (VIP focus), Secret clearance, and relevant certifications; strong communication, organizational, and collaborative skills.
Required Qualifications
- High School Diploma
- Minimum 4 years’ experience in desk-side support with emphasis on executive/VIP support
- Secret clearance
- Current certifications: MCP (Microsoft Certified Professional) OR Google IT Support OR HDI-CSR
- Active Directory administration
- Terminal services
- VPN technologies (e.g., ZScaler)
- Windows OS Imaging tools
- Experience with OneDrive/Azure/Office 365/MS Teams/SharePoint (preferred)
- Print services knowledge (Printers and related consumables)
- Experience with ServiceNow or a similar ticketing system
- Excellent verbal and written communication
- Attention to detail
- Ability to multi-task
- Ability to work independently and in a team
- Customer-focused and professional demeanor
- Organized and able to maintain knowledge base
- Ability to work on-site at client locations in DC National Capitol Region
- VIP/Executive support experience
- Knowledge of network concepts (LAN/WAN/WiFi)
- Asset management and data governance
- Project deployment participation
- Vendor coordination and escalation
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