Service Desk Agent - Tier 2

The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination., * Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.

• Log and manage service tickets in the ITSM platform.
• Provide high-level technical support to end users.
• Deliver onsite and virtual support for mobile devices, software configuration, and troubleshooting.
• Diagnose advanced workstation and application issues.
• Perform system imaging and device configuration.
• Support Microsoft 365 and enterprise applications.
• Provide onsite hardware installation and replacement support.
• Perform user data migration tasks upon request ensuring data integrity and security.
• Perform mobile device and endpoint management console support
• Configure individual workstations including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
• Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
• Maintain asset documentation and reconciliation records.
• Coordinate device returns and secure sanitization workflows.
• Support nationwide field dispatch within defined response timelines.
• Support development and updates of technical documentation

Do you have experience in macOS?, * 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.

Preferred Skills

• ITIL Foundation certification.
• Experience supporting large distributed enterprise environments.
• Experience supporting transition or surge operations.

Background Investigation Requirements

• 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.

4.34.3 out of 5 stars Washington, DC 20565 Hybrid work $50,000 - $65,000 a year - Full-time, Pulled from the full job description

• Tuition reimbursement
• AD&D insurance
• 401(k)
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short-Term Disability
• Long-Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off