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service desk technician

AAC Inc

Serve as the initial point of contact and resolution for IT related incidents and requests. Accept and document customer reports of incidents and service requests through telephone, voicemail, email, self-service portal, instant messaging/chat, and personal visits to the Service Desk. Interface directly with supported end-users to provide hardware, software, and network problem resolution. Clearly and professionally communicate via phone, email, and instant messaging/chat with end users and technicians. Troubleshoot, document, track, resolve, and report on incidents and requests using the ITSM. Must have 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). Escalate ticket to the appropriate support organization when the ticket cannot be resolved by the Service Desk.Qualifications:&middot; Requires a high school diploma/GED and a minimum of three years of experience. Formal technical training and/or further education (AA or BS) are a plus and may be substituted for some experience requirements.&middot; Required experience includes support of standard office computing equipment (PC&rsquo;s, laptops, tablets, mobile devices, printers), operating systems (e.g., Windows 10 &amp; 11, macOS, iOS, Android), Microsoft Office Suite/O365, standard business software applications, remote access tools (e.g., Cisco AnyConnect), VPN and secure remote connectivity (RSA SecurID), Active Directory, and work on a service desk.&middot; Must have experience with Mobile Device Management (MDM) tools such as JAMF, Apple Business Manager (ABM), Workspace ONE, or Intune.&middot; Must have foundational understanding of physical, network, and application layers; familiarity with TCP/IP tools and protocol commands to resolve technical issues.&middot; ITSM ticketing system experience required, BMC Helix experience is preferred.&middot; Ability to communicate orally and in writing.&middot; Must have a positive and patient customer service attitude.&middot; Must be able to work independently and within a team in a fast-paced environment.&middot; Must be able to attain agency suitability clearance prior to start date.&middot; Experience supporting a mid-sized Federal agency enterprise is a plus.&middot; Relevant certifications such as A+, HDI, ITIL 4, and M365 are preferred, but not required.Pay: Up to $70,000.00 per yearBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Flexible schedule</li><li>Health insurance</li><li>Paid time off</li><li>Tuition reimbursement</li><li>Vision insurance</li></ul>Work Location: In person

Service Desk Technician

Resolution Think

<div>
 
 
 Resolution Think LLC is an 8(a), EDWOSB, WOSB, and HUBZone-certified federal contractor providing exceptional technical, clinical, and professional services to federal agencies nationwide. We are committed to delivering outstanding customer service and mission support to our military and civilian partners.&nbsp;
 
 
 We are seeking highly skilled and detail-oriented Help Desk Technician located in Washington, DC. This position requires a range of technical tasks and skills to support the center and it's operations.&nbsp;
 
 
 
 
 
 
 
 Job Description:&nbsp;
 
 
 
 <ul>
 <li>
 Documented experience with the following supported systems:
 <ul>
 <li>
 Laptops and desktops running Windows or macOS
 </li>
 <li>
 Microsoft Office suite
 </li>
 <li>
 Google Workspace (formerly G Suite)
 </li>
 <li>
 Single point of contact (SPOC) help desk systems
 </li>
 <li>
 Adobe Acrobat
 </li>
 <li>
 Networked printers, copiers, scanners, and individual desk-side printers
 </li>
 <li>
 Avaya Voicemail System
 </li>
 <li>
 NMB-specific systems, including but not limited to: Knowledge Store, Arbitration Workstation, Beyond Trust, Physical Access Control System (PACS) &ndash; CCure, KnowBe4, Own Backup, Verizon Wireless, Ivanti Neurons/MobileIron and Mediation Case Management System
 </li>
 <li>
 GitHub
 </li>
 <li>
 Cellphones (Apple (iOS) and Samsung (Android))
 </li>
 <li>
 Tools &ndash;Burp suite, Certificates, CrowdStrike-, JAWS, Logs Explorer, Qualys, Uptime, WinZip, Yubikey, Lookout for Mobile Threat Defense
 </li>
 <li>
 Asset Management
 </li>
 </ul>
 </li>
 <li>
 In addition to laptops, the help desk shall support NMB-supplied tablets and mobile phones for designated NMB users.&nbsp;
 </li>
 <li>
 Provide basic configuration and access assistance, including help with setting up email accounts, calendars, access credentials, and data encryption
 </li>
 <li>
 Configuration management duties include maintaining and documenting a Standard Operating Environment for NMB supplied devices, performing software patching and upgrades, and delivering real-time online support for remote users.&nbsp;
 </li>
 <li>
 Provide Support for LAN firewall, network devices, and routers that provide wireless internet connectivity for staff and guests.&nbsp;
 </li>
 <li>
 The contractor shall maintain a detailed log of all service requests and their resolutions in NMB-designated system. A weekly report summarizing help desk support activities shall be submitted
 </li>
 </ul>
 
 
 
 Qualifications:&nbsp;
 
 
 
 <ul>
 <li>
 
 
 
 Education/Experience
 
 : &nbsp;A degree in Computer Science, Information Systems, Software Engineering or other related analytical, scientific or technical discipline. A BS/BA is highly preferred.
 
 
 </li>
 <li>
 
 
 
 Certifications:&nbsp;
 
 CompTIA A+ or Google IT Support Professional Certification highly preferred,&nbsp;&nbsp;ITIL Certification highly preferred.
 
 
 </li>
 <li>
 
 
 
 Experience:&nbsp;
 
 Must have five (5) years of continuous experience in performing Help Desk Support role and duties.
 
 
 <ul>
 <li>
 
 
 Ability to work independently and also collaborate with application developers, engineers and others.
 
 
 </li>
 <li>
 
 
 Must be motivated and results oriented.
 
 
 </li>
 <li>
 
 
 Must possess effective written and oral communication skills.&nbsp;
 
 
 </li>
 </ul>
 </li>
 <li>
 
 Citizenship:&nbsp;
 
 Must be a US Citizen
 </li>
 </ul>
 
 
 
 
 SPECIAL NOTES&nbsp;
 
 
 
 
 <ul>
 <li>
 
 
 This position is contingent upon contract award&nbsp;
 
 
 </li>
 <li>
 
 
 Salary Range: $65,000-$85,000
 
 
 </li>
 <li>
 
 
 Selected candidate must be able to start within&nbsp;14 days&nbsp;of offer acceptance&nbsp;
 
 
 </li>
 <li>
 
 
 Position&nbsp;requires&nbsp;on-site presence; remote work is not available&nbsp;
 
 
 </li>
 </ul>
 
 
 
 
 
 Resolution Think LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.&nbsp;
 
 
 
</div>

Help Desk Technician

NuAxis Innovations

<div><div>We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it&rsquo;s a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Desktop Support Technician for a Full-Time position.
Job Summary:
We are currently seeking a Desktop Support Technician (DST) for a full time position. This role is largely responsible for providing operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This is an Enterprise Operations Support role, as such it will require a commitment on your part as well as ours.
Essential Functions:
Some of the primary responsibilities of this role would include:<ul><li>
All aspects of both Remote and Deskside computer support</li><li>
Owning, tracking and resolving Information Technology (IT) incidents and requests</li><li>
Fulfilling requests and resolving incidents within SLAs on a daily basis to ensure service-related issues are identified and resolved within established SLAs</li><li>
Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems</li></ul>
This IT Operations support role requires a service-oriented mentality, a high sense of ownership of the incidents, problems, and requests, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with the status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.
Education:<ul><li>
High school diploma or equivalent. Bachelor&rsquo;s Degree preferred.</li><li>
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 10 business days of hire</li><li>
CompTIA A+ Certification &ndash; required within 90 days of hire</li><li>
Microsoft Certification (e.g. MCTA, MCSA, MSCE, MCSM, etc.) preferred</li><li>
Apple Support Certification preferred</li></ul>
Knowledge Requirements:<ul><li>
Incident Management</li><li>
Problem Management</li><li>
Change Management</li><li>
Critical thinking skills</li><li>
Active listening skills and effective communication strategies</li><li>
Process improvement knowledge (e.g. ITIL Foundations in Service Management, CMMI, etc.)</li><li>
Enterprise ticketing application experience - Remedy Service Management experience preferred.</li><li>
Installation and maintenance of Windows OS</li><li>
Installation and maintenance of Apple preferred</li><li>
Installation and maintenance of mobile devices</li><li>
Installation/updating of desktop software</li><li>
Remote desktop connections</li><li>
Antivirus support</li><li>
Backup and recovery</li><li>
Desktop performance monitoring and optimization</li></ul>
Experience:
Two (2)+ years experience in an enterprise call center - help desk - service desk &ndash; desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission&mdash;to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!</div></div>

Desktop Support Technician

Connsci

<div>
 Connsci is seeking an IT Help Desk Technician to provide Tier I and Tier II end-user support for a federal agency. This role supports daily IT operations by resolving incidents, managing service requests, and assisting users with enterprise systems, applications, and devices across the environment.
 
 
 
 In This Role You Can Expect To
 
 
 
 <ul>
 <li>
 Serve as the initial point of contact for IT incidents and service requests through the enterprise IT Service Management (ITSM) platform, telephone, email, or in-person support.
 </li>
 <li>
 Monitor and resolve Tier I and Tier II service desk tickets using ServiceNow or a similar ITSM platform.
 </li>
 <li>
 Troubleshoot hardware, software, operating system, and peripheral issues affecting desktops, laptops, mobile devices, and printers.
 </li>
 <li>
 Provide support for enterprise applications including Microsoft 365, Windows operating systems, web browsers, and collaboration tools.
 </li>
 <li>
 Assist with identity and access issues including password resets, account unlocks, MFA troubleshooting, and Active Directory / Entra ID account administration.
 </li>
 <li>
 Support wired, wireless, VPN, and remote connectivity issues.
 </li>
 <li>
 Provide basic support for conference room technology and Video Teleconferencing (VTC) systems.
 </li>
 <li>
 Install and configure workstation hardware, operating systems, and approved software.
 </li>
 <li>
 Document incidents, troubleshooting steps, and resolutions within the ITSM platform.
 </li>
 <li>
 Escalate complex technical issues to Tier III engineering or infrastructure teams when required.
 </li>
 <li>
 Assist with user onboarding/offboarding, workstation deployments, and IT asset tracking.
 
 
 </li>
 </ul>
 
 Basic Qualifications
 
 
 
 <ul>
 <li>
 High school diploma or equivalent required
 </li>
 <li>
 Minimum of 2 years of experience supporting IT Service Desk or Help Desk operations.
 </li>
 <li>
 CompTIA Security+, CompTIA A+, or equivalent certification.
 </li>
 <li>
 At least 1 year of experience with an IT Service Management/ticketing system such as ServiceNow.
 </li>
 <li>
 Knowledge of Microsoft 365, Windows OS, and Active Directory / Entra ID user administration.
 </li>
 <li>
 Current Top Secret, DOE Q, or Public Trust High Risk Tier 4 clearance
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 Bachelor's degree
 </li>
 <li>
 Familiarity with VPN, remote access technologies, and mobile device management platforms.
 </li>
 <li>
 Experience supporting conference room technology or VTC systems.
 </li>
 <li>
 Knowledge of IT asset management and device lifecycle processes.
 
 
 </li>
 </ul>
 
 About Connsci
 
 
 
 At Connsci, our mission is to be a trusted strategic partner for our clients, helping them achieve impactful results by addressing mission-critical issues that affect their bottom line. We recognize the importance of customizing our services to best fit our clients' needs and understanding what it takes to propel their organizations forward. By implementing industry-leading best practices and leveraging our multifaceted experience and expertise, we deliver services that are essential for any organization aiming to reach its goals.
 
 
 
 What You Can Expect
 
 
 
 <ul>
 <li>
 Collaboration and Innovation: Work in an environment where collaboration and innovation are key. You'll have the opportunity to contribute to projects that make a real difference for our clients.
 </li>
 <li>
 Professional Growth: Be part of a team that values professional development. We offer opportunities for growth and advancement, allowing you to enhance your skills and career.
 </li>
 <li>
 Impactful Work: Engage in meaningful work that addresses mission-critical issues and supports organizations in achieving their goals.
 
 
 </li>
 </ul>
 By joining Connsci, you'll become part of a dedicated team that is committed to delivering strategic, impactful solutions tailored to our clients' unique needs, enabling them to achieve their goals with confidence and efficiency. If you're passionate about cybersecurity and IT services, and eager to contribute to a dynamic team, we encourage you to explore opportunities with us.
 
 
 At this time, Connsci will not sponsor a new applicant for employment authorization for this position.
 
 
 Connsci is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
 
 
 This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Connsci makes hiring decisions based solely on qualifications, merit, and business needs at the time.
 
 
 Salary: $55000 - $68000 per year
</div>

IT Help Desk Technician (Clearance Required)

Aardwolf Consulting LLC

<div>
 
 About Aardwolf Consulting
 
 
 
 Aardwolf Consulting is an IT services firm supporting federal government clients. Our tagline is simple:
 
 Sleep well at night.
 
 We deliver reliable, secure IT operations so our clients can focus on their mission.
 
 
 
 Position Overview
 
 
 
 We're looking for a sharp, customer-focused Help Desk Technician to provide Tier I and Tier II support in a hybrid federal environment. You'll be the first and second line of defense for end users &mdash; resolving issues over the phone and via ticket. This role requires real technical aptitude and a willingness to learn fast.
 
 
 
 Requirements
 
 
 
 <ul>
 <li>
 Must have an active Public Trust Clearance*
 
 
 </li>
 </ul>
 This position requires full-time, on-site presence at the client site during an initial 6-month onboarding period (Monday-Friday, 11:30 AM-8:00 PM). Upon successful completion of the onboarding period, the schedule transitions to a hybrid arrangement with approximately 50% remote and 50% on-site.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Provide Tier I and Tier II technical support via phone, email, and ServiceNow ticketing system
 </li>
 <li>
 Troubleshoot hardware, software, and connectivity issues for Windows endpoints and M365 applications (Outlook, Teams, SharePoint, OneDrive)
 </li>
 <li>
 Manage and resolve ServiceNow incidents and service requests within established SLAs
 </li>
 <li>
 Perform account administration in Active Directory / Azure AD (password resets, group memberships, access provisioning)
 </li>
 <li>
 Support M365 licensing, mailbox configuration, and Teams/SharePoint issues
 </li>
 <li>
 Document troubleshooting steps and resolutions clearly in ServiceNow
 </li>
 <li>
 Escalate complex issues appropriately while maintaining ownership of the ticket
 </li>
 <li>
 Assist with onboarding/offboarding and endpoint setup
 
 
 </li>
 </ul>
 
 Required Qualifications
 
 
 
 <ul>
 <li>
 Must be a US Citizen with an active Public Trust clearance
 </li>
 <li>
 Strong working knowledge of Windows 11 and Microsoft 365 suite
 </li>
 <li>
 Familiarity with ServiceNow or a comparable ITSM platform
 </li>
 <li>
 Understanding of Active Directory / Azure AD basics
 </li>
 <li>
 Excellent phone presence and communication skills &mdash; you'll spend significant time supporting users verbally
 
 
 </li>
 </ul>
 
 Preferred Qualifications
 
 
 
 <ul>
 <li>
 CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, etc.)
 </li>
 <li>
 Experience supporting federal government environments
 </li>
 <li>
 Familiarity with Intune / endpoint management
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 Competitive salary commensurate with experience. Full benefits package including health, dental, vision, and 401(k).
</div>

Help Desk Technician - Tier I/II

Datawiz Corporation (a GTSC Company)

<div>
 
 Datawiz, a GTSC company, seeks a highly experienced and motivated Service Desk Tier 1 Lead
 
 
 
 
 ~~~ Position contingent upon contract award ~~~
 
 
 
 
 Multiple positions available.
 
 
 
 
 Location:
 
 Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role.
 
 
 Datawiz delivers secure, ITIL-aligned Tier 1&ndash;3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.
 
 
 
 Job Description
 
 
 
 The Service Desk Tier 1 Lead supervises frontline Service Desk operations supporting a large, distributed Government enterprise environment. This role ensures high-quality first-contact support, adherence to service level timelines, proper ticket documentation, secure account administration, and coordination of endpoint and asset management activities.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Lead 24/7 Tier 1 Service Desk operations in a hybrid onsite/remote environment.
 </li>
 <li>
 Ensure service requests and incidents are acknowledged, escalated, and resolved in accordance with established Service Level Agreements (SLAs) and operational performance standards.
 </li>
 <li>
 Oversee first call resolution (FCR) performance and ensure proper escalation to Tier 2 and Tier 3.
 </li>
 <li>
 Supervise troubleshooting for:
 </li>
 <ul>
 <li>
 Windows and macOS operating systems
 </li>
 <li>
 Microsoft 365 applications (Outlook, Teams, SharePoint, Exchange Online)
 </li>
 <li>
 Mobile devices (iOS and Android)
 </li>
 <li>
 Secure remote connectivity tools and multi-factor authentication
 </li>
 </ul>
 <li>
 Oversee account provisioning, password resets, and access administration.
 </li>
 <li>
 Ensure accurate ticket logging and documentation within the Government-approved ITSM platform (Helix).
 </li>
 <li>
 Coordinate with endpoint management teams on device configuration, patching, and mobile device management platforms.
 </li>
 <li>
 Support administrative asset management functions including:
 </li>
 <ul>
 <li>
 Equipment tracking and inventory updates
 </li>
 <li>
 Chain-of-custody documentation
 </li>
 <li>
 Device imaging coordination
 </li>
 <li>
 Hardware refresh and replacement workflows
 </li>
 </ul>
 <li>
 Ensure compliance with Government security policies, encryption standards, and data protection requirements.
 </li>
 <li>
 Support surge staffing and transition operations during high-volume periods.
 
 </li>
 </ul>
 
 Required Skills
 
 
 
 <ul>
 <li>
 Minimum five (5) years' experience with Incident, Change, or Knowledge Management systems (BMC Helix/Remedy or comparable).
 </li>
 <li>
 Minimum three (3) years supporting Windows, macOS, Microsoft 365, and mobile platforms.
 </li>
 <li>
 Experience in structured incident management environments with defined SLA requirements.
 </li>
 <li>
 Active Directory account administration experience.
 </li>
 <li>
 Experience supporting secure remote connectivity tools.
 </li>
 <li>
 Familiarity with mobile device management platforms (Intune, Workspace ONE, JAMF, ABM).
 </li>
 <li>
 Experience supporting inventory tracking or device lifecycle processes.
 </li>
 <li>
 Ability to work onsite in Washington, DC.
 </li>
 <li>
 Ability to lift up to 50 pounds when supporting onsite hardware needs.
 
 
 </li>
 </ul>
 
 Preferred Skills
 
 
 
 <ul>
 <li>
 ITIL Foundation certification.
 </li>
 <li>
 M365 certification.
 </li>
 <li>
 Experience supporting large distributed enterprise environments.
 </li>
 <li>
 Experience supporting transition or surge operations.
 
 
 </li>
 </ul>
 
 Background Investigation Requirements
 
 
 
 <ul>
 <li>
 Must be a U.S. Citizen.
 </li>
 <li>
 Must be eligible to obtain and maintain a Public Trust clearance.
 </li>
 <li>
 Must successfully complete required background investigation and security training prior to start.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Medical
 </li>
 <li>
 Dental
 </li>
 <li>
 Vision
 </li>
 <li>
 Flexible Spending Account
 </li>
 <li>
 Health Savings Account
 </li>
 <li>
 Life and AD&amp;D
 </li>
 <li>
 Short-Term Disability
 </li>
 <li>
 Long-Term Disability
 </li>
 <li>
 401(k)
 </li>
 <li>
 Tuition Assistance
 </li>
 <li>
 Paid Time Off
 
 
 </li>
 </ul>
 Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.
 
 
 Datawiz is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at recruiting@gtsc.com
 
 . Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.
 
 
 
 Datawiz participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
 
 
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
 
 
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
</div>

Service Desk Tier 1 Lead

<div>
 
 Datawiz, a GTSC company, seeks experienced and motivated Service Desk Agents, Tier 2.
 
 
 
 
 ~~~ Position contingent upon contract award ~~~
 
 
 
 
 Multiple positions available.
 
 
 
 
 Location: Washington, DC
 
 ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role.
 
 
 
 Datawiz Company Description
 
 
 
 Datawiz delivers secure, ITIL-aligned Tier 1&ndash;3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.
 
 
 
 Job Description
 
 
 
 The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
 </li>
 <li>
 Log and manage service tickets in the ITSM platform.
 </li>
 <li>
 Provide high-level technical support to end users.
 </li>
 <li>
 Deliver onsite and virtual support for mobile devices, software configuration, and troubleshooting.
 </li>
 <li>
 Diagnose advanced workstation and application issues.
 </li>
 <li>
 Perform system imaging and device configuration.
 </li>
 <li>
 Support Microsoft 365 and enterprise applications.
 </li>
 <li>
 Provide onsite hardware installation and replacement support.
 </li>
 <li>
 Perform user data migration tasks upon request ensuring data integrity and security.
 </li>
 <li>
 Perform mobile device and endpoint management console support
 </li>
 <li>
 Configure individual workstations including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
 </li>
 <li>
 Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
 </li>
 <li>
 Maintain asset documentation and reconciliation records.
 </li>
 <li>
 Coordinate device returns and secure sanitization workflows.
 </li>
 <li>
 Support nationwide field dispatch within defined response timelines.
 </li>
 <li>
 Support development and updates of technical documentation
 
 
 </li>
 </ul>
 
 Required Skills
 
 
 
 <ul>
 <li>
 Five (5) years supporting Windows and macOS.
 </li>
 <li>
 Five (5) years Active Directory administration.
 </li>
 <li>
 Three (3) years secure remote troubleshooting.
 </li>
 <li>
 Experience supporting endpoint lifecycle processes.
 </li>
 <li>
 Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf
 </li>
 <li>
 Experience with PowerShell and Power BI
 </li>
 <li>
 Ability to work onsite in Washington, DC.
 </li>
 <li>
 Ability to lift up to 50 pounds when supporting onsite hardware needs.
 
 
 </li>
 </ul>
 
 Preferred Skills
 
 
 
 <ul>
 <li>
 ITIL Foundation certification.
 </li>
 <li>
 Experience supporting large distributed enterprise environments.
 </li>
 <li>
 Experience supporting transition or surge operations.
 
 
 </li>
 </ul>
 
 Background Investigation Requirements
 
 
 
 <ul>
 <li>
 Must be a U.S. Citizen.
 </li>
 <li>
 Must be eligible to obtain and maintain a Public Trust clearance.
 </li>
 <li>
 Must successfully complete required background investigation and security training.
 
 
 </li>
 </ul>
 
 Benefits
 
 
 
 <ul>
 <li>
 Medical
 </li>
 <li>
 Dental
 </li>
 <li>
 Vision
 </li>
 <li>
 Flexible Spending Account
 </li>
 <li>
 Health Savings Account
 </li>
 <li>
 Life and AD&amp;D
 </li>
 <li>
 Short-Term Disability
 </li>
 <li>
 Long-Term Disability
 </li>
 <li>
 401(k)
 </li>
 <li>
 Tuition Assistance
 </li>
 <li>
 Paid Time Off
 
 
 </li>
 </ul>
 Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.
 
 
 Datawiz is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at recruiting@gtsc.com
 
 . Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.
 
 
 
 Datawiz participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
 
 
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
 
 
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
</div>

Service Desk Agent – Tier 2

Explore 411+ Service desk technician in Washington this March. Find roles across top companies and apply now to boost your career.