Service Desk Agents – Tier 2 (DW2604HT)

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

Washington, United States | Posted on 03/09/2026

• Industry Technology - No Clearance Required
• City Washington
• State/Province District of Columbia
• Country United States

Job Description

Datawiz, a GTSC company, seeks experienced and motivated Service Desk Agents, Tier 2.

Location: Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role.

Datawiz delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.

Responsibilities

• Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
• Log and manage service tickets in the ITSM platform.
• Provide high-level technical support to end users.
• Deliver onsite and virtual support for mobile devices, software configuration, and troubleshooting.
• Diagnose advanced workstation and application issues.
• Perform system imaging and device configuration.
• Support Microsoft 365 and enterprise applications.
• Provide onsite hardware installation and replacement support.
• Perform user data migration tasks upon request ensuring data integrity and security.
• Perform mobile device and endpoint management console support
• Configure individual workstations including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
• Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
• Maintain asset documentation and reconciliation records.
• Coordinate device returns and secure sanitization workflows.
• Support nationwide field dispatch within defined response timelines.
• Support development and updates of technical documentation

Required Skills

• Five (5) years supporting Windows and macOS.
• Five (5) years Active Directory administration.
• Three (3) years secure remote troubleshooting.
• Experience supporting endpoint lifecycle processes.
• Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf
• Experience with PowerShell and Power BI
• Ability to work onsite in Washington, DC.
• Ability to lift up to 50 pounds when supporting onsite hardware needs.

Preferred Skills

• Experience supporting transition or surge operations.
• Must be a U.S. Citizen.
• Must be eligible to obtain and maintain a Public Trust clearance.
• Must successfully complete required background investigation and security training.

Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.

Datawiz is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at [e-mail]. Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.

GTSC-Talent Solutions is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.