Desktop Support Technician II

Responsibilities & Qualifications As a Tier 2 Support Technician, you will provide high-quality intermediate technical support for issues escalated from Tier I. You will work hands-on and, at times, remotely, supporting workstation, mobility, and network troubleshooting, and participate in on-site support activities requiring higher technical proficiency.    More senior candidates will also be able to provide advanced technical support for escalated issues, lead complex troubleshooting tasks, mentor Tier I and Tier II Junior technicians, and support on-site technical operations requiring advanced knowledge and system expertise. You will provide advanced front-line support, handle escalations within Tier I operations, resolve complex service desk issues, and mentor junior technicians. This position ensures high-quality technical support for Client users, including executive-level (VIP) personnel.    You will need to exhibit exceptional customer-handling skills, with a razor focus on customer satisfaction, and with the requisite white-glove VIP attention to timeliness, professional demeanor, and discretion.  RESPONSIBILITIES Resolve escalated incidents requiring advanced technical expertise in workstation, mobility, network, and enterprise endpoint support. Perform device imaging, configuration, provisioning, patching, hardware installation, repair, replacement, and onsite support. Assist with account, system, and enterprise device administration while documenting resolutions and maintaining technical knowledge articles. Coordinate with Tier III engineers to resolve enterprise-wide incidents and support large-scale deployments, updates, patches, and technology rollouts. Serve as the primary escalation point for Tier II issues, develop and maintain standard operating procedures (SOPs) and technical documentation, and mentor Tier I and Tier II technicians. Deliver exceptional customer service to staff, management, and executive-level (VIP) users while consistently meeting established quality standards and service level expectations (SLAs). Effectively manage time-sensitive and high-priority support requests for executive leadership, demonstrating sound judgment, professionalism, and clear communication. Troubleshoot and resolve complex issues involving Windows, macOS, iOS, and Android operating systems using advanced diagnostic, remote support, and endpoint management tools. Diagnose and resolve network connectivity issues using networking fundamentals, network diagnostic tools, VPN technologies, and enterprise mobility/device management solutions. Provide professional, customer-focused technical support to staff, management, and executive leadership while collaborating effectively with cross-functional IT teams. Perform onsite hardware installation, maintenance, repair, replacement, and equipment setup, including safely lifting and moving equipment up to 50 pounds as required. REQUIRED QUALIFICATIONS 5 years of advanced-level experience across all major operating systems.  5 years of Active Directory user and account administration.  5 years of Windows and Microsoft 365 support.  3 years of remote access support for hardware and software.  3 years of VPN support experience.  PREFERRED QUALIFICATIONS ITIL Foundation.  CompTIA certification(s).  Related college degree.  Microsoft 365 certification Overview We are seeking highly motivated and experienced Tier II 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. TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays. Visit us at www.TekSynap.com.  Apply now to explore jobs with us!   The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation. By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status.  If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.   Additional Job Information WORK ENVIRONMENT AND PHYSICAL DEMANDS The 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)