Tier 2 Desktop Technician Washington, DC

AAC; Washington, Northern (District of Columbia, KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

AAC is seeking a Tier 2 desktop support specialist in Washington, DC to provide on-site, desk-side, and remote assistance for hardware, software, printers, and mobile devices. You will image new computers, provision and de-provision accounts, and support end-user onboarding and offboarding.

Responsibilities include documenting and resolving incidents in ITSM, escalating when needed, and supporting a federal‑agency environment.

Qualifications

• Requires a high school diploma/GED and a minimum of four years of experience.
• Experience supporting standard office computing equipment and OS (Windows 10/11, macOS, iOS) and Microsoft Office 365/Outlook.
• Experience with AD, VPN, remote access, and MDM tools such as JAMF and Intune.

Responsibilities

• Provide Tier 2 desktop support (on-site, deskside, remote) for hardware, software, printers, and mobile devices.
• Image and deploy computers, provision/de-provision accounts, and support onboarding/offboarding.
• Document, track, and resolve incidents in ITSM; escalate where needed; report on incidents.

Skills

Windows 10/11

macOS & iOS

Office 365 / Outlook

Active Directory

VPN & secure connectivity

Customer service

Written and verbal communication

Team collaboration

Education

High school diploma or GED

AA or BS in IT or related field (plus)

Tools

JAMF

Intune

Zendesk

MDM tools

ITSM software

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.