Data Center Operations / Desktop Engineer (Tier 2.5)
ActioNet
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Benefits offered by this job
Job summary
ActioNet is seeking a Data Center Operations / Desktop Engineer (Tier 2.5) to support data center and enterprise desktop environments in Washington, DC. This is a hands-on role requiring strong troubleshooting skills and independent work in a shift-based environment.
The engineer serves as a Tier 2.5 escalation resource for the Tier 2 Deskside team, resolving complex issues before escalating to Tier 3, and provides Service Desk and data center operational support as needed.
Qualifications
- Public Trust clearance or ability to obtain and maintain a Public Trust.
- Hands-on experience in desktop support, data center operations, Service Desk, or Tier 2/Tier 2.5 technical support.
- Strong troubleshooting and problem-solving skills across hardware, software, operating systems, connectivity, and user access.
- Experience with Active Directory, Group Policy, SCCM/MECM, Intune, ServiceNow, and PowerShell.
- Ability to monitor systems, respond to alerts, investigate incidents, and follow established operational procedures.
- Ability to work independently, take ownership of assigned issues, and prioritize tasks with limited supervision.
- Strong communication and documentation skills.
- Ability to work on-site five days per week and support an operational shift schedule with varying hours as required.
Responsibilities
- Serve as a Tier 2.5 escalation point for Tier 2 Deskside Support, troubleshooting and resolving issues before escalation to Tier 3.
- Provide Service Desk support as needed, including hardware, software, account, connectivity, access, and user support.
- Monitor data center systems and infrastructure using SolarWinds and other monitoring tools; review alerts, perform health checks, and respond to operational issues.
- Perform routine data center operations, system checks, maintenance support, incident response, and coordination with Tier 3 engineering teams.
- Support and troubleshoot Windows and macOS endpoints, including hardware, applications, connectivity, software installation, configuration, and patching.
- Support SCCM/MECM and Microsoft Intune for software deployment, patching, endpoint management, and compliance.
- Support and troubleshoot Azure Virtual Desktop (AVD) environments.
- Perform vulnerability remediation by identifying failed patches, troubleshooting root causes, applying corrective actions, and validating successful remediation.
- Perform Active Directory and account management, including password resets, access changes, group membership, account modifications, and basic Group Policy troubleshooting.
- Troubleshoot Zscaler connectivity and access issues.
- Support and troubleshoot Microsoft Office/Microsoft 365 applications.
- Use ServiceNow to manage incidents, service requests, escalations, changes, and operational activities.
- Use PowerShell and other scripting tools to automate routine tasks, reporting, troubleshooting, and operational processes.
- Run and review operational reports to identify recurring issues, trends, and items requiring follow-up.
- Participate in infrastructure and endpoint deployments, testing, projects, and change management activities.
- Develop and maintain SOPs, troubleshooting guides, knowledge articles, and operational documentation.
- Collaborate with Service Desk, Deskside Support, Data Center, Desktop, Network, Security, and Tier 3 engineering teams.
- Work an assigned operational shift and provide coverage for other shifts when needed to maintain operational continuity.
Skills
Tools
Job description
- Data Center Operations / Desktop Engineer (Tier 2.5)
Location: Washington, D.C./On-site
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust
Schedule: 1:30pm - 10:00pm Shift. The shift hours may vary based on operational requirements. Occasional support of alternate shifts may be required to maintain coverage during staffing shortages, PTO, or other operational needs.
ActioNet is seeking aData Center Operations / Desktop Engineer (Tier 2.5) to support data center operations and enterprise desktop environments in Washington, DC. This is a hands‑on, operational role requiring strong troubleshooting skills, initiative, and the ability to work independently in a fast‑paced, shift‑based environment.
The engineer will serve as a Tier 2.5 escalation resource for the Tier 2 Deskside Support team, resolving complex endpoint, account, connectivity, application, and operational issues before escalating advanced infrastructure issues to Tier 3 engineering teams. The role will also provide Service Desk and data center operational support as needed to maintain continuous service coverage.
The ideal candidate is a go‑getter and independent worker who can take ownership of issues, troubleshoot effectively, prioritize competing tasks, and work with minimal supervision. Experience supporting Windows and macOS environments and technologies such as SCCM/MECM, Intune, Azure Virtual Desktop (AVD), Active Directory, Group Policy, Zscaler, ServiceNow, SolarWinds, Microsoft Office, and PowerShell is highly desirable.
- Serve as a Tier 2.5 escalation point for Tier 2 Deskside Support, troubleshooting and resolving issues before escalation to Tier 3.
- Provide Service Desk support as needed, including hardware, software, account, connectivity, access, and user support.
- Monitor data center systems and infrastructure using SolarWinds and other monitoring tools; review alerts, perform health checks, and respond to operational issues.
- Perform routine data center operations, system checks, maintenance support, incident response, and coordination with Tier 3 engineering teams.
- Support and troubleshoot Windows and macOS endpoints, including hardware, applications, connectivity, software installation, configuration, and patching.
- Support SCCM/MECM and Microsoft Intune for software deployment, patching, endpoint management, and compliance.
- Support and troubleshoot Azure Virtual Desktop (AVD) environments.
- Perform vulnerability remediation by identifying failed patches, troubleshooting root causes, applying corrective actions, and validating successful remediation.
- Perform Active Directory and account management, including password resets, access changes, group membership, account modifications, and basic Group Policy troubleshooting.
- Troubleshoot Zscaler connectivity and access issues.
- Support and troubleshoot Microsoft Office/Microsoft 365 applications.
- Use ServiceNow to manage incidents, service requests, escalations, changes, and operational activities.
- Use PowerShell and other scripting tools to automate routine tasks, reporting, troubleshooting, and operational processes.
- Run and review operational reports to identify recurring issues, trends, and items requiring follow‑up.
- Participate in infrastructure and endpoint deployments, testing, projects, and change management activities.
- Develop and maintain SOPs, troubleshooting guides, knowledge articles, and operational documentation.
- Collaborate with Service Desk, Deskside Support, Data Center, Desktop, Network, Security, and Tier 3 engineering teams.
- Work an assigned operational shift and provide coverage for other shifts when needed to maintain operational continuity.
- Public Trust clearance or ability to obtain and maintain a Public Trust.
- Hands‑on experience in desktop support, data center operations, Service Desk, or Tier 2/Tier 2.5 technical support.
- Strong troubleshooting and problem‑solving skills across hardware, software, operating systems, connectivity, and user access.
- Experience with Active Directory, Group Policy, SCCM/MECM, Intune, ServiceNow, and PowerShell.
- Ability to monitor systems, respond to alerts, investigate incidents, and follow established operational procedures.
- Ability to work independently, take ownership of assigned issues, and prioritize tasks with limited supervision.
- Strong communication and documentation skills.
- Ability to work on‑site five days per week and support an operational shift schedule with varying hours as required.
One or more of the following certifications is preferred:
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- ITIL 4 Foundation
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!
Advanced and Managed IT Services
Agile Software Development
DevSecOps
Cybersecurity
Health IT
C4ISR & SIGINT
Data Center Engineering & Operations
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.
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
Life and AD&D Insurance
401(k) Savings Plan
Education and Professional Training
Flexible Spending Accounts (FSA)
Employee Referral and Merit Recognition Programs
Employee Assistance and Identity Theft Protection
ActioNet Core Value #1 - Instill Integrity In Everything We Do
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