Tier 2 IT Support Specialist - Enterprise End-User & Microsoft 365

Strativia; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

Strativia is seeking a Tier 2 Support Specialist to provide desktop and end-user support in a federal enterprise environment in Washington, DC. You will handle escalated issues, perform onsite dispatch when needed, manage Zendesk tickets, and support Microsoft 365, mobile devices, and hardware/software.

You will work to resolve incidents, maintain ticketing accuracy, and meet SLAs, with a path to escalate complex issues to Tier 3. Public Trust clearance is required for this role.

Qualifications

• Previous Tier 2 desktop, end-user, or enterprise IT-support experience required.
• Experience supporting Microsoft 365 environments.
• Experience with hardware/software troubleshooting, mobile-device configuration, and application support.
• Experience using Zendesk or a comparable ticketing/ITSM platform.
• Familiarity with workstation imaging and enterprise IT support practices.
• Strong customer-service, communication, and troubleshooting skills.
• CompTIA A+ preferred.
• Security+ preferred.
• ITIL Foundation preferred.
• Ability to successfully complete and maintain a Public Trust background investigation.

Responsibilities

• Provide Tier 2 desktop and end-user technical support.
• Resolve incidents escalated from Tier 1.
• Perform onsite dispatch and technical support when required.
• Create, update, and maintain service tickets in Zendesk.
• Troubleshoot Microsoft 365 applications and services.
• Configure and support mobile devices.
• Install and remove software and applications.
• Troubleshoot workstation hardware, software, and connectivity issues.
• Support desktop imaging and configuration in accordance with applicable Government requirements.
• Maintain accurate ticket documentation and status updates.
• Meet established service-level and response-time requirements.
• Escalate complex technical issues to Tier 3 or other appropriate technical resources.
• Support first-contact and timely incident resolution goals.

Skills

Customer service

Communication

Troubleshooting

End-user support

Education

CompTIA A+ preferred

Security+ preferred

ITIL Foundation preferred

Tools

Zendesk

Job description

Strativia is seeking a Tier 2 Support Specialist to provide desktop and end-user support in a federal enterprise environment in Washington, DC. You will handle escalated issues, perform onsite dispatch when needed, manage Zendesk tickets, and support Microsoft 365, mobile devices, and hardware/software.

You will work to resolve incidents, maintain ticketing accuracy, and meet SLAs, with a path to escalate complex issues to Tier 3. Public Trust clearance is required for this role.