Tier 2 Maintenance

Tier 2 Maintenance

PlanIT Group is seeking a Tier 2 Maintenance for our Federal customer in the Washington, DC area. The ideal candidate will provide second level support for all incident and service requests that have been escalated by the Service Desk. Support will be provided onsite, remotely, over the phone, or via email.

Job Title: Tier 2 Maintenance

Location: Onsite hybrid in Washington, DC

Start Date: 06/02/2025

Duration: One year

Job Description

• Troubleshoot, repair, and maintain hardware from multiple vendors (e.g., HP, Dell, Microsoft, Apple), including system boards, RAM, hard drives, keyboards, and other peripherals.

• Communicate with vendors to coordinate part replacements, warranty repairs, and other service-related needs.

• Deliver exceptional customer service through clear, effective communication and white glove professional support.

• Maintain detailed documentation of issue resolution processes and resolve end-user support tickets related to desktops, laptops, and related equipment in a timely manner using ServiceNow.

• Install, configure, and support various software in Windows 11 and macOS environments including Microsoft Office, Duo, Adobe, and AnyConnect VPN.

• Assist in developing and maintaining departmental procedures and documentation related to hardware troubleshooting and IT support.

• Manage multiple support requests efficiently, prioritizing tasks and escalating when necessary.

• Demonstrate a solid understanding of organizational IT policies and procedures.

Basic Qualifications

• High School Diploma with 5 years of experience.

• Ability to obtain and maintain a Senate Clearance (Agency level).

• U.S. Citizenship

• Experience working with computers and operating systems.

• Experience with trouble ticketing system—currently using Service Manager

• Thorough knowledge of desktop and business/technical support systems

• Experience installing and supporting applications such as Microsoft Office and Outlook, O365, Windows 10 and Mac OS.

• Hands-on experience with a wide range of infrastructure, including but not limited to Operating Systems, Device Management, and client systems.

• Experience troubleshooting mobile devices using both iOS and Android. Experience with AirWatch/Intelligent Hub a plus.

• Experience in working on a Service Desk team supporting IT services.

• Experience in working with a ticketing system, such as Service Manager, ServiceNow, Remedy. Etc.

Minimum certification of at least ONE of the following: MCSA, MCSE, ACSP or ACMT.

• Willing to work additional hours and/or perform additional tasks (including general office work) as needed.

• Willing to work onsite, requiring a high level of availability after hours and on the weekend.

Preferred Qualifications

• Authorized MAC certification

• Excellent customer service

Additional Provisions

• Must be able to obtain a Position of Public Trust Clearance

• Pass both a client mandated clearance process to include drug screening, criminal history check and credit check.

• All candidates must be a US Citizen only.

• Candidate must have lived in the United States for the past 5 years.

• Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded. (Exception does not include military family members.)