IT Support Technician

We’re hiring an IT Support Technician (Tier 2) to provide hands-on and service-desk support for end users in a fast-paced, high-visibility environment. You’ll troubleshoot more complex issues escalated from Tier 1, support desk-side needs, and help keep users productive by resolving hardware, software, and connectivity problems quickly and accurately.

This role is part of a new long-term program with strong potential for conversion after ~6 months (based on performance and business need).

What You’ll Do

• Provide Tier 2 end-user support (desk-side + service desk coverage as assigned)
• Troubleshoot Windows and macOS issues (OS, applications, connectivity, peripherals)
• Own tickets from assignment through resolution, meeting SLA targets
• Document troubleshooting steps clearly and escalate when needed with full detail
• Perform workstation imaging, provisioning, deployment, and endpoint configuration
• Support device swaps/refresh activities and general asset lifecycle tasks
• Contribute to knowledge articles/documentation and continuous improvement efforts
• Provide user guidance and basic training on tools/processes when appropriate

• Ability to obtain/maintain a Public Trust clearance
• Bachelor’s degree
• 4+ years of IT support experience in a service desk and/or desk-side environment
• Strong troubleshooting skills across:
• Windows and macOS endpoints
• Laptops/desktops, monitors, printers, docking stations, and peripherals
• Enterprise applications and connectivity issues
• Experience working in an ITSM/ticketing tool (e.g., ServiceNow) and following ITIL-aligned processes, * Experience supporting users in a federal civilian agency or similar regulated environment
• ITIL 4 Foundation
• VIP/high-priority support experience
• Exposure to endpoint management and collaboration tools (e.g., Intune, Microsoft 365)
• Certifications such as CompTIA A+ or Microsoft endpoint support credentials

System One, and its subsidiaries including Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.