VIP Desktop Support Engineer II

TekSynap Corporation; Washington, Northern (District of Columbia, KY); Hybrid; USD 61,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

Life insurance

Short-term disability

Long-term disability

Vacation time

Holidays

Job summary

TekSynap Corporation is seeking a Tier II Desktop Support Technician to provide high-quality intermediate technical support for escalated Tier I issues. On-site and remote work will be required to support workstation, mobility, and network troubleshooting, including VIP users.

The role emphasizes exceptional customer handling, professional demeanor, and discretion, with mentoring responsibilities for junior technicians and collaboration with Tier III engineers on large deployments and SOPs.

Qualifications

• 5 years of advanced-level experience across all major operating systems.
• 5 years of Active Directory user and account administration.
• 5 years of Windows and Microsoft 365 support.
• 3 years of remote access support for hardware and software.
• 3 years of VPN support experience.

Responsibilities

• Resolve escalated incidents requiring advanced technical expertise in workstation, mobility, network, and enterprise endpoint support.
• Perform device imaging, configuration, provisioning, patching, hardware installation, repair, replacement, and onsite support.
• Assist with account, system, and enterprise device administration while documenting resolutions and maintaining technical knowledge articles.
• Coordinate with Tier III engineers to resolve enterprise-wide incidents and support large-scale deployments, updates, patches, and technology rollouts.
• Serve as the primary escalation point for Tier II issues, develop and maintain SOPs and technical documentation, and mentor Tier I and Tier II technicians.
• Deliver exceptional customer service to staff, management, and executive-level (VIP) users while meeting SLAs.

Skills

VIP customer service

IT support

Mentoring

Cross-team collaboration

Windows/macOS/iOS/Android support

On-site and remote support

Education

Related college degree

ITIL Foundation

CompTIA certification(s)

Microsoft 365 certification

Tools

Active Directory

VPN technologies

Microsoft 365

Job description

TekSynap Corporation is seeking a Tier II Desktop Support Technician to provide high-quality intermediate technical support for escalated Tier I issues. On-site and remote work will be required to support workstation, mobility, and network troubleshooting, including VIP users.

The role emphasizes exceptional customer handling, professional demeanor, and discretion, with mentoring responsibilities for junior technicians and collaboration with Tier III engineers on large deployments and SOPs.