Responsibilities & QualificationsWe are looking for Tier II/III Desktop Support Technicians for our Federal contract located in Washington DC. The shift is between 8am-6pm and is on site.
RESPONSIBILITIES- Deliver exceptional customer service while consistently meeting established quality standards and service level expectations.
- Serve as the escalation point for complex technical issues that cannot be resolved by lower-tier support teams.
- Resolve advanced hardware, software, operating system, and application issues requiring specialized technical expertise.
- Provide white-glove technical support to executive leadership (VIP) and management, including urgent and high-priority incidents.
- Mentor and train junior team members to enhance technical knowledge, troubleshooting skills, and professional development.
- Install, configure, maintain, and support commercial off-the-shelf (COTS) and internally developed applications.
- Deploy, configure, troubleshoot, and support Windows, macOS, iOS, and Android devices, including mobile hardware, software, and enterprise applications.
- Create, deploy, and maintain system images; perform device provisioning, user data migrations, equipment decommissioning, and secure data sanitization.
- Configure workstations to meet user requirements, including user profiles, printers, dual-monitor setups, peripherals, and office relocations.
- Install, configure, troubleshoot, and relocate printers, conferencing equipment, and other endpoint peripherals.
- Create and use bootable recovery media and other advanced diagnostic tools to recover and repair failed or corrupted systems.
- Administer endpoint and mobile device management platforms, including Jamf, Apple Business Manager, Workspace ONE UEM, Microsoft Intune, BigFix, and legacy AirWatch.
- Create, modify, and remove user accounts, groups, profiles, and permissions within Active Directory.
- Monitor endpoint security by verifying antivirus protection, remediating malware infections and cybersecurity findings, and coordinating system reimaging when required.
- Maintain accurate hardware and software asset inventories and lifecycle records.
- Develop and maintain standard operating procedures (SOPs), knowledge base articles, installation guides, and end-user documentation to support knowledge sharing and shift-left initiatives.
- Provide technical consultation and recommendations to business offices regarding technology solutions, system usage, and best practices.
- Collaborate with cross-functional teams, contractors, and external vendors to diagnose and resolve hardware, software, and infrastructure issues.
- Develop PowerShell scripts, Power BI reports, and automation solutions to improve operational efficiency and reporting.
- Design and deliver technical training for support staff and end users as needed.
REQUIRED QUALIFICATIONS- 5 years of advanced-level experience supporting Windows, macOS, iOS, and Android operating systems.
- 5 years of Active Directory user and account administration.
- 5 years supporting Microsoft Windows and Microsoft 365 applications, including Microsoft 365 Apps (formerly Office ProPlus), SharePoint, and Exchange Online.
- 3 years supporting clients using remote access solutions, such as BeyondTrust (formerly Bomgar).
- 3 years supporting VPN and secure remote connectivity; experience with RSA SecurID preferred.
- 5 years of experience with incident, change, or knowledge management systems, such as BMC Helix (Remedy).
- Experience administering endpoint and mobile device management platforms, including JAMF, Apple Business Manager, Workspace ONE UEM, Microsoft Intune, BigFix, and legacy AirWatch.
- Ability to configure and troubleshoot commercial off-the-shelf (COTS) software and hardware, including PCs, Macs, mobile devices, printers, and peripherals.
- Foundational understanding of physical, network, and application layers, including familiarity with TCP/IP protocols and diagnostic tools.
- Advanced proficiency with PowerShell scripting and Power BI.
PREFERRED QUALIFICATIONS- Industry certifications such as:
- CompTIA, A+,
- Network+,
- Security+
- Microsoft AD
- Intune
- Microsoft 365
- ITIL Foundation certification.
- College degree in IT or a related field.
OverviewWe are seeking highly motivated and experienced Tier II/III Desktop Support Technicians to join our team supporting our Customer in Washington, D.C.
TekSynap provides the client with IT Support Staffing to augment their existing teams.
Additional Job InformationWORK ENVIRONMENT AND PHYSICAL DEMANDSThe work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Location: Washington, DC
- Type of environment: On-site support
- Noise level: Low
- Work schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs.
- Candidate must be able to work core (8:00am - 6:00pm) business hours 8 hours a day onsite in Washington DC, excluding federal holidays and when work is done for system maintenance.
- Candidate must be able to work from home/remote when requested using client-supplied equipment.
- Candidate must be able to work during some planned maintenance windows between 9pm and 5am as part of maintenance activities. If the candidate has reliable high-speed internet, the work can be completed off-site (home) using supplied laptop(s).
- Amount of Travel: Less than 10%
PHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to grip, handle, or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds.
The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
WORK AUTHORIZATION/SECURITY CLEARANCE- U.S. Citizenship
- Background Check
WAGE INFORMATIONTarget salary range: $68,000.00 - $120,000.00. The salary range displayed is an estimate only and is not a guarantee of compensation or salary, and will be determined on several factors regarding the individual's particular combination of education, knowledge, skills, competencies and experience, as well as contract parameters and organizational requirements. The displayed salary is one component of the total compensation package for employees.
OTHER INFORMATIONPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.
Many positions require specific certifications and/or the ability to obtain a security clearance. Security clearances may only be granted to U.S. citizens. Applicants who accept an offer of employment may be subject to investigations performed by TekSynap and/or the Government to verify the candidate meets the required qualifications and other eligibility requirements.
