Tier 2 IT Technician or IT Help Desk Specialist

Wits Solutions Inc. (WITS) is a SBA certified Small Disadvantaged Business with headquarters in the metropolitan Washington D.C. area. WITS has been providing best-in-class solutions in professional IT and administrative consulting to various Federal, State, Local and commercial customers. At WITS, we believe in working not for our clients but with them. This is why right from the beginning; our analysts and solution-builders work closely with our clients to ensure that the project outcomes continue to deliver value long into the future., * The Tier II Service Desk Technician provides advanced troubleshooting and resolution for issues beyond Tier I scope, including complex endpoint issues, advanced Microsoft 365 troubleshooting, and coordination of deskside interventions. Tier II collaborates with Infrastructure, Network, and Engineering teams for cross-domain issues., * Perform advanced endpoint troubleshooting within authorized policies

• Resolve complex Microsoft 365 issues requiring deeper admin coordination (in partnership with Infrastructure and Cloud Operations)
• Coordinate onsite support at DC office, including scheduling and dispatching to resolve issues
• Support device compliance guidance and secure configuration posture communications
• Support After-Hour Service Desk operations, as needed
• Respond to and resolve incidents and service requests that require deeper technical knowledge than standard Tier I support.
• Troubleshoot issues related to desktops, laptops, mobile devices, operating systems, standard enterprise applications, and network connectivity.
• Document all work performed, including troubleshooting steps, resolutions, and escalation details, in the ITSM system.
• Escalate issues to Tier III or specialized support teams when necessary, ensuring clear and complete handoff information
• Escalate to Infrastructure, Network, ITSM (Change/CMDB), or Engineering based on impacted service/CI
• Support Major Incident (P1/P2) response and participate in bridge calls when required
• Develop and update knowledge articles for recurring issues by creating and maintaining documentation, including knowledge base articles, SOPs, and application reference guides
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• 1 month ago

• High School Diploma. Associate or bachelor's preferred
• CompTIA Network+ or Security+ certification or equivalent certification
• ITIL v4 Foundation certification

Clearance

• Public Trust

WORK EXPERIENCE MANDATORY

• U.S. Citizen
• 5+ years of experience of basic network connectivity troubleshooting
• Advanced technical troubleshooting skills for Windows, iOS, and M365 applications
• Experience with service desk ticketing systems, ServiceNow ITSM and escalation workflows preferred
• Proficiency with Azure AD, identity operations, and conditional access concepts
• Strong problem-solving and analytical skills
• Experience coordinating with Tier III technical teams

• $51,000-82,000 per year