> Markdown version of [/jobs/ext/149573-technical-service-support-tiers-1-2-government-agency-onsite-washington-dc](https://www.wearedevelopers.com/jobs/ext/149573-technical-service-support-tiers-1-2-government-agency-onsite-washington-dc). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Service Support Tiers 1 & 2 - Government Agency - ONSITE - Washington, DC - **Company:** Cogent Inc - **Location:** Washington, DC, United States - **Salary:** $72,800.0 - $83,200.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Android Software Development, Antivirus Softwares, Macintosh Computers, Apple IOS, Apple Mac Systems, Application Layers, Software Applications, Software as a Service, Software Documentation, Desktop Computing, Text Processing, Web Browsers, Systems Analysis, Virtual Private Networks (VPN), Knowledge Management, LiveChat, Microsoft Office, Remote Access Technology, Remote Desktop Services, Airwatch, SecurID, Microsoft SharePoint, TCP/IP, Cisco WebEx, Web Pages, Cisco Anyconnect, Mobile Os, Office365, Tablet Computers, Software Troubleshooting, RSA SecurID - **Published:** May 27, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=06a2e47cec597f19 ## About the Role Do you have experience in macOS?, * Configure and troubleshoot COTS Software on PCs, Macs, mobile devices (smartphones, tablets), printers, and multifunction devices. * Intermediate to advanced knowledge of Windows, macOS, iOS, and Android. * Intermediate foundational knowledge of physical, network, and application layers, including TCP/IP. * Excellent customer service and communication skills (written and verbal). * Ability to interact with executive-level customers and management. * Ability to work in a fast-paced environment and meet deadlines. * Strong business/systems analysis experience for problem resolution and requirements gathering. * 1+ year experience with macOS. * 1+ year experience supporting clients with remote access software (e.g., Cisco AnyConnect). * 1+ year experience supporting remote connectivity (VPN); Remote SecurID console experience preferred. * 3+ years Active Directory User & Account Administration. * 3+ years experience in an IT Call Center. * 3+ years experience with Microsoft Windows 10 and Office 365 applications. * 3+ years experience supporting Mobile operating systems (iOS, Android). * Mobile device Management Console (AirWatch, Apple Business Manager) experience preferred. * 3+ years experience supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online. * 5+ years experience using BMC Remedy (Incident, Change, or Knowledge Management). * 1+ year experience supporting virtual conferencing solutions (MS Teams, WebEx, Zoom experience preferred). * Self-motivated (supervised or unsupervised). Preferred Certifications/Education (but not mandatory): * Related IT certifications * Related College degree * ITIL qualification * MCP Office 365 Certification Deskside Support Technician Requirements (in addition to the above): * 5+ years advanced knowledge of Windows, macOS, iOS, Android. * 5+ years Active Directory User & Account Administration. * 5+ years experience with Microsoft Windows and Office 365 applications. * 3+ years experience supporting remote access software. * 3+ years experience supporting remote connectivity (VPN). * Ability to lift up to 50 pounds. * CompTIA Certification preferred but not mandatory. ## Description * Troubleshoot software/hardware * Order, configure, and install mobile devices and apps * Support peripherals (printers, headphones, USB cameras) * Image computers/laptops * Disconnect/reconnect computers/laptops, * Provide technology service desk support to Agency offices (on-campus and nationwide). * Assist with software installation and use (messaging clients, word processors, web browsers, anti-virus, Agency-developed applications, remote access like RSA SecurID, VPN). * Maintain high customer service and quality standards. * Provide front-line phone, Live Chat, and Remote Desktop support; on-site visits may be required. * Provide mobile device support (Android, iOS). * Assist with user documentation/installation procedures. * Provide technical assistance (system info, configuration, problem resolution). * Post "Alert" Notifications (voicemail, Agency WEB Page, Usenet News Groups, email). * Maintain knowledge base for Agency Supported Software, hardware, and communication products. * Learn and maintain knowledge of all Agency support software, Cloud-based software, and Agency Policies. * Participate in Agency projects and initiatives. * Serve as an advanced technical resource and solution-provider for Technology Partners. * Collaborate with other Agency groups and vendors to resolve issues. * Confer with senior engineering staff for complex problems. * Perform other assigned duties. Tier 2 OnSite Deskside Deployment (in addition to above): * Professionally interact with executive-level customers and management for emergency technical problems. * Provide mobile device support, hardware/software installation, and configuration. * Support Agency offices with supported software installation and use. * Assist with user documentation/installation procedures. * Maintain knowledge base of common end-user software, hardware, and accessories (e.g., USB cameras for Teams/Skype). * Provide consulting support to Agency offices. * Serve as an advanced technical resource. * Migrate user data. * Create and image computers/laptops. * Configure workstations (profiles, printers, dual monitors). * Perform other assigned duties. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Debunking the Top 10 Myths about Web 3](https://www.wearedevelopers.com/videos/634-debunking-the-top-10-myths-about-web-3) - [Grappling With Clunky Old Software? 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