Responsibilities
- Serve as the lead Tier 2 technical specialist for desk side and remote support operations.
- Provide advanced troubleshooting and resolution for hardware, software, and integrated systems issues.
- Support and manage Azure Virtual Desktop (AVD) sessions, SCCM imaging and deployment, and endpoint configuration.
- Troubleshoot and resolve network connectivity, KVM switch integration, and BitLocker encryption recovery issues.
- Manage Intune Mobile Device Management (MDM) enrollment, compliance, and device policies.
- Oversee endpoint management, patch compliance, and configuration baselines using SCCM and Intune.
- Respond to user trouble tickets and service requests in accordance with established SLAs.
- Use IT service management tools to document incidents, resolutions, and change histories.
- Provide daily user support for hardware, software, and application issues both in person and remotely.
- Assist with installation and configuration of supported applications and standard hardware setups.
- Develop and maintain technical documentation, including standard operating procedures (SOPs) and user guides.
- Conduct technical training and mentoring for Tier 1 and Tier 2 support staff.
- Collaborate with Tier 3, Network, and Security teams to resolve escalated incidents and implement enterprise-level solutions.
- Monitor system performance and identify opportunities for optimization or automation.
- Ensure SLA compliance and maintain detailed technical records.
- Lead or guide other IT specialists in daily operations and project assignments.
- Contribute to process improvement initiatives that enhance service delivery and efficiency.
- Support general network access and assist with application deployment and maintenance.
Requirements
- Associate degree in Information Technology, Computer Science, or a related discipline.
- 5+ years of progressively responsible IT support experience, including at least 2 years in a senior or lead role.
- Strong knowledge of Windows OS, Active Directory, Microsoft 365, SCCM, Intune, and AVD environments.
- Experience using IT ticketing and asset management systems.
Nice to Have
- CompTIA Security+
- CompTIA Network+
- Microsoft Certified: Endpoint Administrator Associate
- ITIL Foundation
- or equivalent
Work Arrangement
On-site — Washington, D.C.
Additional Information
- U.S. Citizenship with eligibility for High Public Trust
- Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Life and AD&D Insurance
- 401(k) Savings Plan
- Education and Professional Training
