Tier 2 Desktop Technician

Aac-Inc; Washington (District of Columbia); On-site; USD 65,000 - 80,000; Full time

Job summary

AAC-Inc in Washington, DC is seeking an experienced Tier 2 desktop support specialist to assist users onsite, by phone, and deskside. You will troubleshoot hardware, software, email, printers, and mobile devices.

You'll image new computers, provision and deprovision accounts, manage ITSM incidents, and escalate when needed. A strong understanding of Windows/macOS, Office 365, and Active Directory is required.

Qualifications

• High school diploma or GED with minimum four years of IT support experience.
• Experience supporting PCs, laptops, mobile devices, printers, Windows 10/11, macOS, iOS, and Office 365.
• Familiarity with MDM (JAMF, Intune), ITSM (Zendesk), VPN, Active Directory, and remote connectivity.

Responsibilities

• Provide Tier 2 desktop support onsite, by phone, and deskside.
• Image, provision, and deprovision computers; manage user accounts.
• Troubleshoot and document incidents in ITSM; escalate when needed.

Skills

Desktop support

Windows 10/11

macOS

Office 365

Active Directory

MDM (JAMF)

MDM Intune

ITSM tickets

Zendesk

VPN access

Education

High school diploma

AA/BS preferred

Tools

JAMF

Intune

Zendesk

VPN tools

Remote access tools

Job description

Provide Tier 2 desktop support (telephone, deskside, remote) to users related to their hardware, network connectivity, operating systems, email, end user and business applications, printers, smart phones/mobile devices, and other standard end user managed tools, hardware, and peripherals. Provision and de-provision equipment and accounts in support of end user on‑and off‑boarding. Support system refreshes, image new computers using a standard-image, and securely wipe hard drives upon deprovisioning. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have advanced technical understanding of the technical environment, including applications, operating systems, machine configurations, and networked devices. Experience troubleshooting core services (file, email, print, web, applications, and network). Escalates incident to the appropriate team when the incident cannot be resolved by Tier 2.

This position requires full‑time on‑site support.

Required Experience

• Requires a high school diploma/GED and a minimum of four years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.
• Requires experience supporting standard office computing equipment (PC’s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 & 11, macOS, iOS), Microsoft Office Suite/O365, standard business software applications, remote access tools, VPN and secure remote connectivity tools, and Active Directory.
• Must have experience with Mobile Device Management (MDM) tools such as JAMF and Intune.
• ITSM ticketing system experience required, Zendesk experience is preferred.
• Must be able to lift up to 50 pounds.
• Ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team in a fast‑paced environment.
• Must obtain an agency public trust suitability determination prior to start date.
• Experience supporting a mid‑sized Federal agency enterprise is a plus.
• Relevant certifications such as A+, ITIL 4, ACSP, and MS-102 are preferred, but not required.