Today
Unspecified
IT - Support
Washington, DC (Off-Site/Hybrid)
Summary:
The Tier 2 Technical Support Specialist provides mid-level escalation support for software, hardware, and network issues. This role requires hands-on problem-solving, supporting desktop and mobile operating systems, remote access troubleshooting, and resolving complex end-user issues.
Qualifications:
Bachelor’s degree in IT, Engineering, or related field
Required Certifications:
CompTIA Network+ and Security+
Microsoft 365 Certified: Enterprise Administrator Expert
ITIL Foundation Certification
Technical Proficiencies:
All Tier 1 technical skills
Advanced OS troubleshooting (Windows, macOS, iOS, Android)
Remote connectivity and VPN diagnostics
Onsite hardware and peripheral support (including lifting up to 50 lbs)
Software installation, configuration, and user support
Experience:
Minimum 5 years advanced OS experience (Windows/macOS/iOS/Android)
Minimum 5 years Active Directory administration
Minimum 5 years supporting Microsoft Office 365 applications
Minimum 3 years supporting VPN and remote access technologies
Minimum 3 years working with remote access software tools
Additional Requirements:
Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical. May be subject to background checks or other security clearances based on client requirements.
The Tier 2 Technical Support Specialist provides mid-level escalation support for software, hardware, and network issues. This role requires hands-on problem-solving, supporting desktop and mobile operating systems, remote access troubleshooting, and resolving complex end-user issues.
Qualifications:
Bachelor’s degree in IT, Engineering, or related field
Required Certifications:
CompTIA Network+ and Security+
Microsoft 365 Certified: Enterprise Administrator Expert
ITIL Foundation Certification
Technical Proficiencies:
All Tier 1 technical skills
Advanced OS troubleshooting (Windows, macOS, iOS, Android)
Remote connectivity and VPN diagnostics
Onsite hardware and peripheral support (including lifting up to 50 lbs)
Software installation, configuration, and user support
Experience:
Minimum 5 years advanced OS experience (Windows/macOS/iOS/Android)
Minimum 5 years Active Directory administration
Minimum 5 years supporting Microsoft Office 365 applications
Minimum 3 years supporting VPN and remote access technologies
Minimum 3 years working with remote access software tools
Additional Requirements:
Strong communication and customer service skills are essential, as the Tier 1 IT Service Desk Representative serves as the first point of contact for technical support. The ability to prioritize tasks, follow documented procedures, and work both independently and collaboratively in a fast-paced environment is critical. May be subject to background checks or other security clearances based on client requirements.
group id: 10205721
