Deskside Support Technician (Tier II)

Job Description

Job Description

Deskside Support Technician II – Public Trust

Location: Washington, DC

Work Arrangement: Onsite – 5 days per week

Clearance Requirement: Active Public Trust required (Secret Clearance highly desired)

Position Overview

We are seeking a customer-focused Deskside Support Technician II to provide hands-on technical support within a large enterprise IT environment supporting federal operations in Washington, DC. This role supports end users across multiple office locations and requires strong troubleshooting skills, professionalism, and the ability to operate independently in a fast-paced support environment.

The ideal candidate brings prior experience delivering Tier II support in Windows-based enterprise environments, with strong communication skills and a service-oriented mindset. This role includes direct interaction with end users, senior leadership offices, and cross-functional IT teams while supporting mission-critical systems and maintaining high service standards.

Key Responsibilities

Deskside Support & Troubleshooting

• Provide onsite Tier II deskside support for end-user incidents and service requests
• Troubleshoot and resolve issues involving:
• Windows desktops and laptops
• Microsoft Office applications
• Outlook and Exchange
• Printers and peripherals
• Perform hardware break/fix activities including replacement of failed components such as hard drives and batteries

Endpoint & Software Support

• Install and support specialty applications not packaged within SCCM
• Remove devices from the network in accordance with security directives
• Support printer troubleshooting, toner replacement, and device maintenance

Customer Service & Ticket Management

• Maintain accurate updates within the ITSM ticketing system
• Prioritize incidents based on SLA requirements and customer impact
• Deliver high-touch “white glove” support for senior leadership offices
• Provide timely, professional communication throughout issue resolution

Operational Support

• Support users across multiple buildings within Washington, DC
• Collaborate with service desk and infrastructure teams to resolve escalated issues
• Participate in occasional after-hours support activities when required



Required Qualifications

• High School Diploma with 5+ years of relevant IT support experience
• Active Public Trust clearance
• Experience providing Tier II support in enterprise Windows environments
• Experience using ITSM/ticketing systems
• Strong troubleshooting skills across desktop, software, and peripheral technologies
• Excellent written and verbal communication skills
• Strong customer service and prioritization abilities

Preferred Qualifications

• Active Secret Clearance
• Prior experience supporting federal environments
• Experience supporting senior leadership or executive offices
• Familiarity with SCCM and enterprise endpoint support processes

Additional Details

• Role requires onsite support across multiple DC-area buildings
• Strong emphasis on professionalism, responsiveness, and customer experience
• Opportunity to support mission-critical enterprise operations within a federal environment