Service Desk Tier 2

The Service Desk Tier 2-3 Lead oversees advanced technical troubleshooting, escalation management, field dispatch coordination, automation initiatives, and enterprise asset lifecycle support. This role ensures timely resolution of complex incidents while maintaining compliance with response and onsite arrival requirements., * Lead Tier 2-3 Service Desk operations in a hybrid onsite/remote environment.

• Ensure service requests and incidents are acknowledged, escalated, and resolved in accordance with established Service Level Agreements (SLAs) and operational performance standards.
• Supervise advanced troubleshooting across:
• Windows and macOS operating systems
• Microsoft 365 enterprise services
• Mobile platforms (iOS, Android)
• Oversee endpoint imaging, configuration, patching, and system upgrades.
• Conduct root cause analysis for recurring or high-impact incidents.
• Develop PowerShell scripts to automate maintenance and deployment tasks.
• Develop and maintain Power BI dashboards for service performance monitoring.
• Coordinate nationwide Tier 2 and Tier 3 field dispatch activities.
• Oversee administrative services including:
• Asset reconciliation
• Device lifecycle management
• Secure data sanitization in accordance with NIST standards
• Hardware return and replacement authorization coordination
• Ensure chain-of-custody compliance for device disposition.
• Support transition surge staffing and onboarding activities.

• Experience in structured incident management environments with defined SLA requirements.
• Minimum five (5) years’ experience with Incident, Change, or Knowledge Management systems (BMC Helix/Remedy or comparable).
• Minimum five (5) years supporting Windows, macOS, iOS, and Android.
• Minimum five (5) years Active Directory administration.
• Minimum five (5) years Microsoft 365 enterprise support.
• Minimum three (3) years supporting secure VPN remote troubleshooting.
• Advanced PowerShell scripting proficiency.
• Experience developing service dashboards in Power BI.
• Experience supporting asset lifecycle and device reconciliation processes.
• Ability to work onsite in Washington, DC.
• Ability to lift up to 50 pounds when supporting onsite hardware needs.

Preferred Skills

• ITIL Foundation certification.
• CompTIA Certification (e.g., A+, Network+, Security+).
• M365 Certification.
• Relevant college degree in IT or related field.
• Other industry-recognized IT certification.
• Experience supporting enterprise endpoint platform transitions.

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.

• 15 days of PTO.
• 11 paid federal holidays.
• Medical, Dental, Vision, Life, and Disability insurances.
• HSA and FSA.
• Travel assistance program.
• Pet insurance.
• and many others.

GTSC is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Learn more about your EEO rights as an applicant.