*PREREQUISITES*
- Must be a US citizen
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Must Reside in the DMV Area (DC, Maryland, Virginia)
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Must have a minimum of 3-years Experience
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Bachelor's Degree Highly Preferred
PLEASE NOTE:
- No C2C Opportunities
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Background check is Mandatory for the position
General Job Description: Provides onsite Tier 2 deskside and endpoint support services supporting enterprise users within a hybrid federal IT operational environment. Responsible for troubleshooting hardware and software issues, supporting IMAC (Install, Move, Add, Change) activities, resolving escalated user incidents, and providing direct customer-facing technical support aligned to operational service delivery requirements.
Key Responsibilities
- Provide onsite Tier 2 deskside support for enterprise users and operational environments
- Troubleshoot and resolve hardware, software, peripheral, and endpoint issues
- Support IMAC activities including workstation deployment, relocation, replacement, and user setup
- Support onboarding and provisioning activities for new users and devices
- Coordinate escalation and resolution of complex user and endpoint issues
- Support Microsoft 365, endpoint management, and collaboration platform troubleshooting
- Maintain operational ticket updates and documentation within ITSM platforms
- Support conference room, mobile device, and remote access troubleshooting activities
- Coordinate with Service Desk, Systems Administration, Network, and Infrastructure teams on operational issues
- Support operational continuity and customer satisfaction objectives through responsive onsite support activities
Qualifications
- 3+ years supporting enterprise deskside or endpoint support environments
- Experience supporting Windows enterprise workstation environments and Microsoft 365 technologies
- Familiarity with endpoint management platforms such as Intune or Active Directory environments preferred
- Experience supporting hardware troubleshooting, peripheral devices, and mobile device operations
- Familiarity with IT Service Management (ITSM) ticketing platforms
- Strong troubleshooting, customer service, and communication skills
- Experience supporting federal or regulated operational environments preferred
- CompTIA A+, Security+, or equivalent technical certification preferred
