Tier 2 - Senior Desk Side IT Specialist

ActioNet is seeking an to serve as Tier 2 - Senior Desk Side IT Specialist technical resource supporting IT operations in Washington, DC. The ideal candidate will have an associate degree and 5+ years of hands-on IT support experience, including 2 years in a senior or lead role. This position requires a strong technical background in system troubleshooting, endpoint management, and collaboration across IT teams to ensure reliable and secure operations. Salary Range: 76,000-85,000 Responsibilities:

• Serve as the lead Tier 2 technical specialist for desk side and remote support operations.
• Provide advanced troubleshooting and resolution for hardware, software, and integrated systems issues.
• Support and manage Azure Virtual Desktop (AVD) sessions, SCCM imaging and deployment, and endpoint configuration.
• Troubleshoot and resolve network connectivity, KVM switch integration, and BitLocker encryption recovery issues.
• Manage Intune Mobile Device Management (MDM) enrollment, compliance, and device policies.
• Oversee endpoint management, patch compliance, and configuration baselines using SCCM and Intune.
• Respond to user trouble tickets and service requests in accordance with established SLAs.
• Use IT service management tools to document incidents, resolutions, and change histories.
• Provide daily user support for hardware, software, and application issues both in person and remotely.
• Assist with installation and configuration of supported applications and standard hardware setups.
• Develop and maintain technical documentation, including standard operating procedures (SOPs) and user guides.
• Conduct technical training and mentoring for Tier 1 and Tier 2 support staff.
• Collaborate with Tier 3, Network, and Security teams to resolve escalated incidents and implement enterprise-level solutions.
• Monitor system performance and identify opportunities for optimization or automation.
• Ensure SLA compliance and maintain detailed technical records.
• Lead or guide other IT specialists in daily operations and project assignments.
• Contribute to process improvement initiatives that enhance service delivery and efficiency.
• Support general network access and assist with application deployment and maintenance.

Do you have experience in Windows?, Do you have a Associate’s degree?, Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust, * Associate degree in Information Technology, Computer Science, or a related discipline.

• 5+ years of progressively responsible IT support experience, including at least 2 years in a senior or lead role.
• Strong knowledge of Windows OS, Active Directory, Microsoft 365, SCCM, Intune, and AVD environments.
• Experience using IT ticketing and asset management systems.
• Preferred certifications: CompTIA Security+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate, ITIL Foundation, or equivalent.

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Vision insurance

• Dental insurance, What’s in It For You? As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference? ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program:

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Life and AD&D Insurance
• 401(k) Savings Plan
• Education and Professional Training

ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security, and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator! Core Capabilities:

• Advanced and Managed IT Services
• Agile Software Development
• DevSecOps
• Cybersecurity
• Health IT
• C4ISR & SIGINT
• Data Center Engineering & Operations
• Engineering & Installation

Why ActioNet? At ActioNet, our Passion for Quality is at the heart of everything we do:

• Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters.
• Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence.
• Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation.

ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation.