Tier 2 Desk Side Support Specialist

Ignite IT; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Job summary

Ignite IT in Washington, DC seeks a Tier 2 Desk Side Support IT Specialist to provide mid-to-senior level desktop and administrative IT support for operations and projects.

The role combines hands-on end-user support with coordination across infrastructure teams, requiring strong troubleshooting, excellent customer service, and the ability to work in a fast-paced, government-friendly environment.

Qualifications

• Associate's degree in Information Technology, Computer Science, or related discipline and/or 4+ years of IT support experience.
• Experience supporting government, business, technical, and IT personnel.
• Proficiency with Microsoft Office Suite, Microsoft SharePoint, Microsoft SCCM, Microsoft Intune, and Active Directory.
• Familiarity with Apple Mac products, Thin clients and Dell hardware.

Responsibilities

• Provide Tier 2 desk side and remote support for end-user systems, peripherals, and network connectivity.
• Perform software installations, updates, and hardware troubleshooting in a fast-paced environment.
• Diagnose and resolve complex issues involving Windows OS, Active Directory, Azure Virtual Desktop performance, SCCM client health, BitLocker recovery, and Intune-managed devices.
• Perform system imaging, patch deployment, and configuration management using SCCM and Intune.
• Manage user accounts, permissions, and group policies within Microsoft 365 and Active Directory.
• Collaborate with Tier 3 support and Infrastructure teams on escalated issues.
• Document and track service tickets, resolutions, and support activities in ServiceNow.
• Maintain and organize project files, reports, and technical documentation.
• Monitor IT asset inventory and assist with procurement tracking.
• Ensure compliance with IT security policies, standards, and procedures.

Education

Associate's degree in Information Technology, Computer Science, or related discipline

Tools

Microsoft Office Suite

Microsoft SharePoint

Microsoft SCCM

Microsoft Intune

Active Directory

Apple Mac products

Thin clients

Dell hardware

Job description

Ignite IT is seeking a Tier 2 Desk Side Support IT Specialist to provide mid-to-senior level technical and administrative support for IT operations in Washington, DC. This position combines hands‑on desktop support with administrative coordination to ensure efficient day‑to‑day IT operations and successful project execution. The ideal candidate has experience supporting government, business, technical, and IT personnel while providing Tier 2 desk side and remote support in a fast‑paced environment. This role requires strong troubleshooting skills, excellent customer service, and the ability to work collaboratively with infrastructure teams to resolve complex technical issues.

Responsibilities

• Provide Tier 2 desk side and remote support for end‑user systems, peripherals, and network connectivity.
• Perform software installations, software updates, and hardware troubleshooting in a fast‑paced, high‑demand environment.
• Diagnose and resolve complex issues involving:
  • Windows Operating System
  • Active Directory
  • Azure Virtual Desktop (AVD) performance
  • SCCM client health
  • BitLocker recovery
  • Microsoft Intune‑managed devices
• Perform system imaging, patch deployment, and configuration management using SCCM and Microsoft Intune.
• Manage user accounts, permissions, and group policies within Microsoft 365 and Active Directory.
• Collaborate with Tier 3 support and Infrastructure teams on escalated issues and advanced troubleshooting.
• Document and track service tickets, resolutions, and support activities in ServiceNow.
• Maintain and organize project files, reports, and technical documentation in both electronic and manual formats.
• Monitor IT asset inventory and assist with procurement tracking.
• Ensure compliance with IT security policies, standards, and procedures.
• Handle sensitive or classified materials with discretion and accuracy.
• Lift and move equipment weighing 50 pounds or more as needed

Requirements

U.S. Citizenship with the ability to obtain a High Public Trust clearance.

Associate's degree in Information Technology, Computer Science, or a related discipline and/or 4+ years of progressively responsible experience in IT support and administrative roles.

Experience supporting government, business, technical, and IT personnel.

Proficiency with

• Microsoft Office Suite
• Microsoft SharePoint
• Microsoft SCCM
• Microsoft Intune
• Active Directory

Familiarity with

• Apple Mac products
• Thin clients
• Dell hardware

Ability to work effectively in a fast‑paced support environment while maintaining professionalism and reliability.

Preferred Qualifications

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate

Physical Requirements

Candidates must be able to:

• Lift and move equipment weighing 50 pounds or more as required by the position.