Service Desk Agents - Tier 2

Service Desk Agent, 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 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.

The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination. Responsibilities include acknowledging, documenting, and resolving incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures. The agent will 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 ensuring data integrity and security, 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, and 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 - Full-time Employees: Health and Dental Insurance Group Life insurance Short-term Disability 11 Paid Federal Holidays 401(k) GTSC is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment. GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. GTSC participates in the E-Verify program in all locations as required by law. Learn more about the E-Verify program.