Senior Tier 2 IT Technician — Incident & Escalation Lead

Strategic Operational Solutions, Inc; Ashburn (VA); On-site; USD 80,000 - 110,000; Full time

Job summary

Strategic Operational Solutions, Inc. seeks a Senior APR Tier 2 Technician to join our government-focused IT services team in Ashburn, VA.

The role covers advanced Tier 2 support for hardware, software, network, cloud, and security incidents, with onsite or contractor-facility options. You will troubleshoot escalated issues, perform diagnostics, contribute to incident response, document Known Errors, mentor junior staff, and collaborate with engineering on escalations.

Qualifications

• Five (5) years of Tier 2 or advanced desktop support experience.
• Experience supporting enterprise Microsoft environments.
• Experience troubleshooting networking, Active Directory, MFA, and endpoint technologies.

Responsibilities

• Troubleshoot and resolve escalated Tier 2 incidents.
• Perform advanced diagnostics and root-cause analysis.
• Support major incident response and recovery activities.
• Conduct trend analysis and recurring issue identification.
• Generate Known Error documentation.
• Perform remote and onsite technical support.
• Provide mentoring to junior technicians.
• Support project implementations and migration activities.
• Maintain detailed ServiceNow documentation and work logs.
• Assist engineering teams with technical escalations.

Tools

ServiceNow

Job description

Strategic Operational Solutions, Inc. seeks a Senior APR Tier 2 Technician to join our government-focused IT services team in Ashburn, VA.

The role covers advanced Tier 2 support for hardware, software, network, cloud, and security incidents, with onsite or contractor-facility options. You will troubleshoot escalated issues, perform diagnostics, contribute to incident response, document Known Errors, mentor junior staff, and collaborate with engineering on escalations.