Senior Desktop Support Technician

We are seeking an experienced Desktop Support Technician (Tier 2/3) to provide advanced technical support to end users across the organization. This role supports both onsite and remote employees and plays a key part in delivering an excellent user experience across desktop systems, laptops, mobile devices, and collaboration technologies.

This is a hybrid role based in Washington, DC, requiring onsite work Tuesday-Thursday each week, with one full onsite week (Monday-Friday) every fifth week.

Key Responsibilities

• Provide Tier 2 desktop and technical support for Windows and macOS environments
• Serve as an escalation point for unresolved issues involving laptops, desktops, peripherals, and endpoint devices
• Troubleshoot complex issues including OS-level problems, driver conflicts, hardware failures, and performance issues
• Deliver white-glove support to executives and other priority users
• Occasionally provide on-call support outside business hours for urgent incidents
• Own incidents and requests through resolution using ticketing systems (ServiceNow or similar)
• Partner with network, security, and engineering teams to resolve systemic issues
• Support IT initiatives such as OS migrations, endpoint security improvements, and automation projects
• Create and maintain technical documentation and knowledge base articles for both technical teams and end users

Do you have experience in macOS?, Do you have a Bachelor's degree?, * 2-4 years of experience in Desktop Support, IT Support, or Help Desk (Tier 1/2+)

• Strong knowledge of Windows 11, macOS, and remote access tools
• Experience supporting Microsoft 365, Teams, Zoom, Webex
• Hands-on experience with Intune, Exchange, TeamViewer, SharePoint, ServiceNow, and core services (File/Print, DHCP, DNS)
• Experience configuring and troubleshooting laptops, desktops, mobile devices, and productivity tools
• Familiarity with iOS and Android device support (iPhones, iPads, mobile device troubleshooting)
• Experience with conferencing hardware such as Cisco, Neat, and Meeting Owl devices is a plus
• Strong customer service skills with the ability to support executives and senior stakeholders
• Bachelor's degree in IT or related field (or equivalent experience) preferred

3.13.1 out of 5 stars Washington, DC 20004 Hybrid work $27 - $35 an hour - Contract