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# IT Support Technician

- **Company:** Mountain LTD
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Salary:** $60,320.0
- **Contract:** Contract
- **Skills:** Microsoft Windows, Collaborative Software, Desktop Computing, Enterprise Software Applications, Connectivity Problems, Microsoft InTune, Laptops, Servicenow, Unified Endpoint Management
- **Published:** October 15, 2026
- **Apply:** https://www.dice.com/job-detail/97c18f92-cdb7-456e-b7b1-5c0115298889

## About the Role

* 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

## Description

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