Service Desk Agents - Tier 2

Job Description
GTSC and its Datawiz business unit 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 1-3 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 the required background investigation and security training.

Benefits

Benefits:

• Medical
• Dental
• Vision
• Flexible SpendingAccount
• HealthSavings Account
• Lifeand AD&D
• Short-TermDisability
• Long-TermDisability
• 401(k)
• TuitionAssistance
• PaidTime Off

GTSCisproud to be an equal opportunity employer, committed torecruiting, hiring, and promoting qualified people of allbackgrounds, regardless of sex; race; color; creed; nationalorigin; religion; age; marital status; pregnancy; physical,mentalor sensory disability; sexual orientation; genderidentity or anyother basis protected by federal, state orlocal law. Learn moreabout your EEO rights as anapplicant.

GTSCiscommitted to working with and providing reasonableaccommodationto applicants with physical and mentaldisabilities.

Employment in thisposition is contingent upon the successful completion of abackground check. Depending on the nature of the job duties orrequirements set forth by our government clients, additionalscreenings such as drug testing and/or credit checks may berequired. These checks are conducted in accordance with allapplicable federal, state, and local laws.