Service Desk Agents - Tier 2

GTSC seeks experienced and motivated Service Desk Agents, Tier 2. 

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.

GTSC Company Description

GTSC delivers secure, ITIL-aligned Tier 1–3 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:

• Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
• Log and manage service tickets in the ITSM platform.
• Provide high-level technical support to end users.
• Deliver onsite and virtual support for mobile devices, software configuration, and troubleshooting.
• Diagnose advanced workstation and application issues.
• Perform system imaging and device configuration.
• Support Microsoft 365 and enterprise applications.
• Provide onsite hardware installation and replacement support.
• Perform user data migration tasks upon request ensuring data integrity and security.
• Perform mobile device and endpoint management console support
• Configure individual workstations including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
• Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
• Maintain asset documentation and reconciliation records.
• Coordinate device returns and secure sanitization workflows.
• Support nationwide field dispatch within defined response timelines.
• Support development and updates of technical documentation

Required Skills

• Five (5) years supporting Windows and macOS.
• Five (5) years Active Directory administration.
• Three (3) years secure remote troubleshooting.
• Experience supporting endpoint lifecycle processes.
• Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf
• Experience with PowerShell and Power BI
• Ability to work onsite in Washington, DC.
• Ability to lift up to 50 pounds when supporting onsite hardware needs.

Preferred Skills

• ITIL Foundation certification.
• Experience supporting large distributed enterprise environments.
• Experience supporting transition or surge operations.

Background Investigation Requirements

• Must be a U.S. Citizen.
• Must be eligible to obtain and maintain a Public Trust clearance.
• Must successfully complete required background investigation and security training.

Benefits

• 15 days of PTO.
• 11 paid federal holidays.
• Medical, Dental, Vision, Life, and Disability insurances.
• HSA and FSA.
• Travel assistance program.
• Pet insurance.
• and many others.

GTSC 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.

GTSC 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 View email address on click.appcast.io 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.

GTSC 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.