Tier 2 Technical Support

Systems Plus, Inc.; Washington (District of Columbia); On-site; USD 70,000 - 90,000; Full time

Job summary

Systems Plus, Inc. in Washington, DC is seeking a Tier 2 Technical Support professional to provide high-level on-site support for executive customers and management.

You will handle device provisioning, software configurations, and on-site troubleshooting across Windows, macOS, iOS, and Android environments. The role emphasizes incident/change/knowledge management, remote access support, and collaboration with cross-functional teams to maintain a robust knowledge base and deliver client-focused

Qualifications

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in IT Call Center environments.
• Three (3) years minimum experience in: IT Call Center environments, Active Directory administration, Windows 10 and Office 365.
• One (1) year minimum experience supporting macOS, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID preferred).
• Ability to lift up to 50 pounds of equipment for on-site hardware support.
• Experience with Mobile Device Management (MDM) tools such as JAMF, ABM, Workspace ONE or Intune.

Responsibilities

• Provide high-level technical support to executive customers and management in urgent situations.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assist agency offices with installing and using agency-supported software and applications.
• Decommission devices by wiping Macs, iPhones, and iPads.
• Contribute to user-facing documentation and installation guides.
• Maintain a knowledge base of software, hardware, and peripherals.
• Offer consulting on best practices, system usage, and technology recommendations.
• Escalate complex end-user issues to senior staff when needed.
• Perform user data migration tasks ensuring data integrity and security.
• Create and deploy system images for computers and laptops.
• Provide mobile device and endpoint management (AirWatch, BigFix, ABM, Workspace ONE, Intune, Jamf).
• Configure workstations including profiles, printers, and multi-monitor setups.
• Collaborate with cross-functional teams and vendors to resolve issues.
• Demonstrate flexibility in a fast-paced, customer-focused environment.

Skills

Windows/macOS/iOS/Android support

Active Directory administration

Office 365 & Exchange Online

MDM tools (JAMF ABM Workspace ONE Intu

Tools

BMC Helix Remedy

Cisco AnyConnect

RSA SecurID

Job description

Got the Government Contractor Blues? Looking for a company that cares and goes beyond just filling another contract billet? Well, look no further! Experience this family-oriented company that takes pride in you and will help you grow where your passions lie. Holding many Defense & Federal government contracts around the globe, with Systems Plus, you have the opportunity to take on new and evolving challenges, aim beyond what you think you are capable of, and work in collaborative, dynamic, and high-tempo environments.

Our employees are our most valued asset, and we invest in our people because we are in it for the long term. We are committed to your success and well-being and offer competitive benefits packages, salaries, bonus/award programs, and a high potential for professional growth and job opportunities worldwide.

Systems Plus is the company for you! Experience the difference, and let’s talk about your future at Systems Plus today.

Position Title

Tier 2 Technical Support

Position Type

Full-Time, On-Site

Position Location

Washington, D.C.

Tracking Code

01181

Daily Responsibilities

• Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.
• Assistagencyoffices in installing, configuring, and usingagencysupported software and applications.
• Decommission devices by wiping Macs,iPhonesand iPads.
• Contribute to the development of user-facing documentation and installation guides.
• Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).
• Offer consulting services toagencyoffices on best practices, system usage, and technology recommendations.
• Act as an escalation point for resolving complex end-user issues requiring advanced technicalexpertise.
• Perform user data migration tasks upon request, ensuring data integrity and security.
• Create and deploy system images for computers and laptops to streamline setup and deployment processes.
• Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune,Jamf).
• Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.
• Perform other official duties as assigned.

Required: Years of Experience (min)

• Five (5) years of advanced-level experience with Windows, macOS, iOS, and Android operating systems.
• Five (5) years of Active Directory user and account administration.
• Five (5) years of experience supporting Microsoft Windows and Office 365 applications.
• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years of experience supporting clients using remote access software.
• Three (3) years of experience supporting remote connectivity (VPN).

Requirements

• Five (5) years minimum experience with Incident, Change, or Knowledge Management systems (i.e. BMC Helix (Remedy)).
• Three (3) years minimum experience in:
  • IT Call Center environments
  • Active Directory user and account administration
  • Supporting Microsoft Windows 10 and Office 365 applications
  • Supporting mobile operating systems (iOS, Android)
  • Supporting Microsoft Office 365 Pro Plus, SharePoint, and Exchange Online
• One (1) year minimum experience supporting:
  • macOS
  • Remote access tools (e.g., Cisco AnyConnect)
  • VPN and secure remote connectivity (RSA SecurID experience preferred)
• Ability to lift up to 50 pounds of equipment as needed for on-site hardware support.
• Ability to configure and troubleshoot COTS software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
• Intermediate to advanced knowledge of Windows, macOS, iOS, and Android operating systems.
• Foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.
• Excellent customer service and communication skills, with a professional demeanor in interactions with executive-level staff and management.
• Ability to operate effectively in a fast-paced environment and meet tight deadlines.
• Demonstrated proficiency in business and systems analysis to identify, understand, and resolve user issues.
• Experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.
• Be self-motivated to work supervised and unsupervised as needed.

Required Clearance

• Security/background check

About Systems Plus

Systems Plus is headquartered in Rockville, MD with over 2 decades of experience providing Global Enterprise Management, Technology, Engineering and Professional services and solutions across Defense and Federal Civilian government sectors.

From Discovery to Delivery, Systems Plus brings a greater measure of confidence, commitment and value to our clients. With various Defense and Federal contracts across the United States, Europe and Pacific/Asia, we are driving innovation and excellence within the Special Operations Forces Components and Commands, Defense Health Agency, United States Air Force, United States Marine Corps, National Institute of Standards and Technology, House of Representatives and more.

Through our diverse portfolio of clients and capabilities we power vision and insight—discover what’s possible with a Small Business that thinks BIG!