Senior IT Support Tech - Tier 2/3, On-Site DC

Equiliem; Washington (District of Columbia); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Medical Insurance

Vision & Dental Insurance

Life Insurance

Matching 401(k)

Commuter Benefits

Employee Discounts & Rewards

Payroll Payment Options

Job summary

Equiliem is seeking a Senior IT Support Technician to deliver advanced Tier 2/3 end‑user support in a large enterprise in Washington, D.C. This on‑site role requires handling complex hardware, software, and network issues while aligning with incident management and SLAs.

The ideal candidate has hands‑on Windows and macOS experience, cloud/endpoint management, and mentoring skills to guide junior technicians. A Public Trust clearance is required.

Qualifications

• 4+ years in enterprise IT support or desktop support.
• Strong Windows and macOS troubleshooting.
• Experience managing incidents and requests through ITSM.
• Ability to mentor junior technicians.

Responsibilities

• Provide advanced Tier 2/3 technical support for desktops, laptops, software, peripherals, network, and connectivity issues.
• Troubleshoot and resolve complex hardware, software, and endpoint issues affecting end users.
• Provide in‑person and remote support for desktops, laptops, mobile devices, collaboration tools, and enterprise applications.
• Triage and prioritize incidents and service requests based on business impact and urgency.
• Manage incidents, requests, escalations, and resolutions throughout the complete ticket lifecycle.
• Maintain complete and accurate ticket documentation and ensure timely communication throughout the incident lifecycle.
• Support high‑priority and time‑sensitive technical issues as needed.
• Serve as an escalation point for junior and mid‑level support technicians.
• Mentor and guide support staff on troubleshooting approaches, ticket quality, and established escalation procedures.
• Coordinate complex issues with technical teams, vendors, and other stakeholders as needed.
• Validate resolution outcomes with users prior to closing incidents and requests.
• Perform advanced workstation imaging, provisioning, deployment, software installation, and endpoint configuration.
• Configure and support Windows and macOS systems, device drivers, enterprise applications, and endpoint security tools.
• Perform endpoint patching, updates, hardware refreshes, device replacements, and other lifecycle activities.
• Support remote endpoint management and secure troubleshooting for distributed users.
• Monitor ticket queues and support service‑level agreement requirements.
• Track and report operational metrics and support performance data as needed.
• Analyze recurring technical issues and recommend improvements to processes, tools, and workflows.
• Develop and maintain technical documentation, troubleshooting procedures, and knowledge articles.
• Identify opportunities to improve service efficiency, reduce recurring incidents, and enhance end‑user support.
• Follow established IT service management, security, and operational procedures.
• Perform additional duties as assigned.

Skills

Windows

macOS

Troubleshooting

ITSM

Mentoring

Communication

Ticket management

Education

High school diploma

Tools

ITSM platform

Job description

Equiliem is seeking a Senior IT Support Technician to deliver advanced Tier 2/3 end‑user support in a large enterprise in Washington, D.C. This on‑site role requires handling complex hardware, software, and network issues while aligning with incident management and SLAs.

The ideal candidate has hands‑on Windows and macOS experience, cloud/endpoint management, and mentoring skills to guide junior technicians. A Public Trust clearance is required.