On‑Site Tier 2 Desktop Support Specialist

AAC; Washington, Northern (District of Columbia, KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

AAC is seeking a Tier 2 desktop support specialist in Washington, DC to provide on-site, desk-side, and remote assistance for hardware, software, printers, and mobile devices. You will image new computers, provision and de-provision accounts, and support end-user onboarding and offboarding.

Responsibilities include documenting and resolving incidents in ITSM, escalating when needed, and supporting a federal‑agency environment.

Qualifications

• Requires a high school diploma/GED and a minimum of four years of experience.
• Experience supporting standard office computing equipment and OS (Windows 10/11, macOS, iOS) and Microsoft Office 365/Outlook.
• Experience with AD, VPN, remote access, and MDM tools such as JAMF and Intune.

Responsibilities

• Provide Tier 2 desktop support (on-site, deskside, remote) for hardware, software, printers, and mobile devices.
• Image and deploy computers, provision/de-provision accounts, and support onboarding/offboarding.
• Document, track, and resolve incidents in ITSM; escalate where needed; report on incidents.

Skills

Windows 10/11

macOS & iOS

Office 365 / Outlook

Active Directory

VPN & secure connectivity

Customer service

Written and verbal communication

Team collaboration

Education

High school diploma or GED

AA or BS in IT or related field (plus)

Tools

JAMF

Intune

Zendesk

MDM tools

ITSM software

Job description

AAC is seeking a Tier 2 desktop support specialist in Washington, DC to provide on-site, desk-side, and remote assistance for hardware, software, printers, and mobile devices. You will image new computers, provision and de-provision accounts, and support end-user onboarding and offboarding.

Responsibilities include documenting and resolving incidents in ITSM, escalating when needed, and supporting a federal‑agency environment.