On-Site Tier 2 IT Support for Executives

Systems Plus, Inc.; Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Job summary

Systems Plus, Inc. in Washington, DC is seeking a Tier 2 Technical Support professional to provide high-level on-site support for executive customers and management.

You will handle device provisioning, software configurations, and on-site troubleshooting across Windows, macOS, iOS, and Android environments. The role emphasizes incident/change/knowledge management, remote access support, and collaboration with cross-functional teams to maintain a robust knowledge base and deliver client-focused

Qualifications

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in IT Call Center environments.
• Three (3) years minimum experience in: IT Call Center environments, Active Directory administration, Windows 10 and Office 365.
• One (1) year minimum experience supporting macOS, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID preferred).
• Ability to lift up to 50 pounds of equipment for on-site hardware support.
• Experience with Mobile Device Management (MDM) tools such as JAMF, ABM, Workspace ONE or Intune.

Responsibilities

• Provide high-level technical support to executive customers and management in urgent situations.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assist agency offices with installing and using agency-supported software and applications.
• Decommission devices by wiping Macs, iPhones, and iPads.
• Contribute to user-facing documentation and installation guides.
• Maintain a knowledge base of software, hardware, and peripherals.
• Offer consulting on best practices, system usage, and technology recommendations.
• Escalate complex end-user issues to senior staff when needed.
• Perform user data migration tasks ensuring data integrity and security.
• Create and deploy system images for computers and laptops.
• Provide mobile device and endpoint management (AirWatch, BigFix, ABM, Workspace ONE, Intune, Jamf).
• Configure workstations including profiles, printers, and multi-monitor setups.
• Collaborate with cross-functional teams and vendors to resolve issues.
• Demonstrate flexibility in a fast-paced, customer-focused environment.

Skills

Windows/macOS/iOS/Android support

Active Directory administration

Office 365 & Exchange Online

MDM tools (JAMF ABM Workspace ONE Intu

Tools

BMC Helix Remedy

Cisco AnyConnect

RSA SecurID

Job description

Systems Plus, Inc. in Washington, DC is seeking a Tier 2 Technical Support professional to provide high-level on-site support for executive customers and management.

You will handle device provisioning, software configurations, and on-site troubleshooting across Windows, macOS, iOS, and Android environments. The role emphasizes incident/change/knowledge management, remote access support, and collaboration with cross-functional teams to maintain a robust knowledge base and deliver client-focused