VIP Onsite Desktop Support Technician II

UNAVAILABLE; Washington (District of Columbia); On-site; USD 61,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K

Job summary

TekSynap is seeking a highly skilled Tier II Desktop Support Technician to join our on-site team in Washington, D.C. You will provide advanced, front-line IT support for workstation, mobility, and network issues escalated from Tier I, with a focus on VIP users.

You will diagnose and resolve complex problems across Windows, macOS, iOS, and Android, while mentoring Tier I/II staff and supporting large-scale deployments. The role emphasizes exceptional customer service and strict SLA adherence.

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 users while meeting SLAs.
• Troubleshoot and resolve complex issues across Windows, macOS, iOS, and Android using advanced tools.
• Diagnose and resolve network connectivity issues using networking fundamentals, VPNs, and enterprise device management.
• Provide professional support while collaborating with cross-functional IT teams.
• Perform onsite hardware installation and setup, including lifting up to 50 pounds.

Skills

OS expertise

Active Directory

Windows/M365

Remote access

VPN support

Education

ITIL Foundation

CompTIA certs

Microsoft 365 certification

Related college degree

Job description

TekSynap is seeking a highly skilled Tier II Desktop Support Technician to join our on-site team in Washington, D.C. You will provide advanced, front-line IT support for workstation, mobility, and network issues escalated from Tier I, with a focus on VIP users.

You will diagnose and resolve complex problems across Windows, macOS, iOS, and Android, while mentoring Tier I/II staff and supporting large-scale deployments. The role emphasizes exceptional customer service and strict SLA adherence.