Desktop Support Specialist Tier 2/3 (100% ONSITE)

System One; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Vision coverage

Spending accounts

Life insurance

401(k) plan

Job summary

System One in Washington DC is seeking a Desktop Support Analyst for a 1st shift, onsite, long-term contract. The role supports a Tier 2/3 IT function and requires US citizenship with the ability to pass a Public Trust background screen.

The candidate will manage asset inventory, perform hardware/software troubleshooting, and coordinate with vendors using ServiceNow, Windows 10/11, Microsoft 365, Intune, and VPN tools. On-call rotation and travel may be required.

Qualifications

• At least five years of overall IT experience.
• Five years of desktop support and service management (ServiceNow).
• Five years of hardware troubleshooting experience.
• Experience with Windows 10/11 in client/server environments.
• Experience with Microsoft 365 and imaging solutions.
• Experience with asset and inventory management.
• Strong communication and customer service skills.
• BS/BA in Information Systems or Computer Science desired; certifications preferred.

Responsibilities

• Provide desktop and per-user support in a Tier 2/3 environment.
• Interface with internal customers and technical teams; document issues clearly.
• Possibly participate in on-call rotation for hardware issues and occasional travel.

Skills

Desktop support

IT experience

Communication skills

Windows 10/11

Microsoft 365

Asset management

Hardware troubleshooting

Excel

VPN diagnosis

SharePoint

ServiceNow

Intune

On-site support

Education

BS/BA in Information Systems or Computer Science

A+, MCDST, MTA, MOS or similar certification

Tools

ServiceNow

Intune

HP Warranty portal

SharePoint

Job description

Job Description

Desktop Support Analyst

Washington DC - 100% ONSITE

Long Term Contract

Per Federal contract U.S. Citizenship Required

Must be able to pass enhanced background screen (criminal, financial, drug) for Public Trust clearance

W-2 or C2C

Application deadline: 7/31/2026

The posting below is for a 1st Shift Information Systems Analyst position, full-time ONSITE Washington DC campus. Our client is seeking a Desktop Support Analyst with strong experience to serve as part of a Tier 2/3 organization. This contractor position will be in support of the client's Desktop Support team and the analyst who fills this position will be required to work a set 1st shift schedule Monday - Friday.

The candidate should demonstrate strong technical knowledge with asset management experience. The successful candidate will be expected to interface with internal customers and various technical support teams. The demonstrated ability to follow standard operating procedures and processes is essential, including attention to detail in documentation procedures. This position may require on-call rotation responsibility for emergency hardware issues, occasional travel, weekend, and/or overtime work.

Technical Skills:

• At least Five years of overall IT experience, including a minimum of Five years of experience providing general desktop support with previous experience opening and maintaining support cases via enterprise IT service management, e.g. ServiceNow
• At least Five years’ experience with hands‑on computer and printer hardware troubleshooting and support. Familiar with hardware component troubleshooting (motherboards, hard drives, RAM, etc).
• Experience working with OEM tech support, such as initiating tech support tickets and coordinating returns and exchanges with vendors. Experience with HP Warranty portal preferred.
• Experience with inventory management and logistical support. Working knowledge in hardware asset management in ServiceNow is preferred.
• At least Five years’ experience in with installing, configuring, and supporting Microsoft Windows 10/11 operating systems on laptops and desktop computers in a client/server environment.
• At least 5 years’ experience in supporting common applications, such as Microsoft 365; proficiency with imaging solutions for hardware deployment
• Experience with providing high level executive service to all clients.
• Strong interpersonal and communication skills who can work with people at various levels of the organization. This position will interface with clients via phone, Teams, e-mail, and in‑person. Demonstrated ability to concisely summarize and document client issues is required.
• Planning and executing activities using Excel and SharePoint.
• Excel skills should include how to use formulas including lookups and conditional statements
• Knowledge of smartphone support and administration, e.g. iPhones and iPads.
• Intune experience preferred.
• Strong skills using Service Now to create dashboards and queries to manage queues.
• Strong Level 1 network and VPN diagnosis and troubleshooting skills.
• Demonstrated analytical and problem-solving skills.
• BS/BA in Information Systems, Computer Science or related field HIGHLY DESIRABLE
• A+, MCDST, MTA, MOS, or similar certification is PREFERABLESystem One, and its subsidiaries including Joulé and 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. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1