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# IT Support Technician Tier 2 (Onsite)

- **Company:** BDR Solutions
- **Location:** Washington, DC, United States
- **Experience:** Experienced
- **Salary:** $50,000 - $70,000
- **Contract:** Permanent contract
- **Skills:** Active Directory, VoIP, Microsoft Management Console, Desktop Computing, Desktop Virtualization, HP Thin Clients, Issue Tracking Systems, Microsoft Office, Remote Desktop Services, Software Systems, Wide Area Networks, Data Storage Technologies, Vmware
- **Published:** October 16, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9245731/it-support-technician-tier-2-onsite

## About the Role

* Clearance: must have a fully adjudicated Secret at a T3 level
 * Have an AS degree in IT or closely related field.
 * Must have the following two certifications:
 * HDI-CSR and MCP (Microsoft Certified Professional - currently: MDA-100), or Network+ certification.
 * Minimum 4 years' experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.
 * Knowledge of Microsoft Management Console tools, specifically Active Directory (AD) for user and computers, thin client, terminal services and Virtual Desktop Infrastructure (VMWare VDI).
 * Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.
 * Experience preferred of VMWare, VOIP, Ticket tracking system, and Office 365.
 * Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focused and service oriented, attentive to details, act with professionalism, able to multi-task.
 * Ability to work individually and within a team environment with little supervision.

## Description

This position will provide tier 2 support for our client's hardware and software systems. The ideal candidate will have a balanced skill set in both hardware and software support and a commitment to delivering high-quality customer service and technical solutions., * Provide 2nd level escalation support to the Tier 1 Help Desk.

 * Provide remote and on-site troubleshooting for hardware and software support.
 * Resolve Call Center Tech Support tickets and provide desk-side support to the rest of the client's customers.
 * Install, monitor, troubleshoot, replace, and support, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, Multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin-clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.
 * Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
 * Work with VIPs, providing a "white glove" service where necessary.
 * Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.
 * Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
 * Track all work, inventory, and projects using a ticketing system
 * Provide assistance and participate on new project(s) testing and deployment/delivery.
 * Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.
 * Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.
 * Participate in project deployment.
 * Provide input and update knowledge base as necessary.
 * Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.
 * Maintain an organized resource/hardware furnished storage room(s).
 * Document, update and close tickets according to defined service level agreement requirements.