Senior Service Desk Agent (Tier 2) – Hybrid

Government Technical Services Corporation; Washington (District of Columbia); Hybrid; USD 50,000 - 75,000; Full time

Job summary

A leading technology services provider seeks Service Desk Agents, Tier 2, in Washington, DC. This hybrid role requires experience in IT support, particularly with Windows and macOS systems. Candidates will manage incidents, log tickets, and provide technical assistance. Ideal applicants will have extensive experience in Active Directory and remote troubleshooting. This position supports Federal Government clients and requires U.S. Citizenship, with possible clearance required.

Qualifications

• 5 years supporting Windows and macOS operating systems.
• 5 years of experience in Active Directory administration.
• 3 years of secure remote troubleshooting experience.

Responsibilities

• Acknowledge and resolve incidents per Service Level Agreements.
• Manage service tickets in the ITSM platform.
• Provide high-level technical support to end users.

Skills

Windows support

macOS support

Active Directory

Secure remote troubleshooting

Endpoint lifecycle processes

Mobile device management

PowerShell

Power BI

Lifting up to 50 pounds

Tools

AirWatch

BigFix

Apple Business Manager

Workspace ONE

Intune

Jamf

Job description

A leading technology services provider seeks Service Desk Agents, Tier 2, in Washington, DC. This hybrid role requires experience in IT support, particularly with Windows and macOS systems. Candidates will manage incidents, log tickets, and provide technical assistance. Ideal applicants will have extensive experience in Active Directory and remote troubleshooting. This position supports Federal Government clients and requires U.S. Citizenship, with possible clearance required.