Desktop Support Technician II

Responsibilities & Qualifications

As a Tier 2 Support Technician, you will provide high-quality intermediate technical support for issues escalated from Tier I. You will work hands-on and, at times, remotely, supporting workstation, mobility, and network troubleshooting, and participate in on-site support activities requiring higher technical proficiency.

More senior candidates will also be able to provide advanced technical support for escalated issues, lead complex troubleshooting tasks, mentor Tier I and Tier II Junior technicians, and support on-site technical operations requiring advanced knowledge and system expertise. You will provide advanced front-line support, handle escalations within Tier I operations, resolve complex service desk issues, and mentor junior technicians. This position ensures high-quality technical support for Client users, including executive-level (VIP) personnel.

You will need to exhibit exceptional customer-handling skills, with a razor focus on customer satisfaction, and with the requisite white-glove VIP attention to timeliness, professional demeanor, and discretion.

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 standard operating procedures (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 consistently meeting established quality standards and service level expectations (SLAs).

• Effectively manage time-sensitive and high-priority support requests for executive leadership, demonstrating sound judgment, professionalism, and clear communication.

• Troubleshoot and resolve complex issues involving Windows, macOS, iOS, and Android operating systems using advanced diagnostic, remote support, and endpoint management tools.

• Diagnose and resolve network connectivity issues using networking fundamentals, network diagnostic tools, VPN technologies, and enterprise mobility/device management solutions.

• Provide professional, customer-focused technical support to staff, management, and executive leadership while collaborating effectively with cross-functional IT teams.

• Perform onsite hardware installation, maintenance, repair, replacement, and equipment setup, including safely lifting and moving equipment up to 50 pounds as required.

REQUIRED 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.

PREFERRED QUALIFICATIONS

• ITIL Foundation.

• CompTIA certification(s).

• Related college degree.

• Microsoft 365 certification

Overview

We are seeking highly motivated and experienced Tier II Desktop Support Technicians to join our team supporting our Customer in Washington, D.C.

TekSynap provides the client with IT Support Staffing to augment their existing teams.

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com.

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The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Washington, DC

• Type of environment: On-site support

• Noise level: Low

• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.

• Candidate must be able to work core (8:00am – 6:00pm) business hours 8 hours a day onsite in Washington DC, excluding federal holidays and when work is done for system maintenance.

• Candidate must be able to work from home/remote when requested using client-supplied equipment.

• Candidate must be able to work during some planned maintenance windows between 9pm and 5am as part of maintenance activities. If the candidate has reliable high-speed internet, the work can be completed off-site (home) using supplied laptop(s).

• Amount of Travel: Less than 10%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to grip, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds.

The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

• U.S. Citizenship

• Background Check

WAGE INFORMATION

Target salary range: $61,000.00 - $70,000.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary and will be determined on several factors regarding the individual’s particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.