Tier 2 Desk Side Support Specialist

About the Role

Ignite IT is in search of a Tier 2 Desk Side Support IT Specialist to deliver mid to senior level technical assistance and administrative support for IT activities based in Washington, DC. This role blends hands-on desktop customer support with administrative duties to ensure smooth daily IT operations and the success of ongoing projects.

Key Responsibilities

• Provide both on-site and remote Tier 2 support for users’ computer systems, peripherals, and network connectivity issues.
• Carry out software installations, updates, and diagnose hardware problems in a dynamic, fast-moving setting.
• Troubleshoot complex technical challenges involving Windows OS, Active Directory, Azure Virtual Desktop (AVD) performance, SCCM client status, BitLocker recovery, and devices managed via Microsoft Intune.
• Execute system imaging, deploy patches, and manage configurations utilizing SCCM and Microsoft Intune tools.
• Administer user accounts, permissions, and group policies within Microsoft 365 and Active Directory environments.
• Collaborate closely with Tier 3 support and infrastructure teams on escalated technical issues.
• Record and track support tickets, resolutions, and activities through ServiceNow.
• Maintain organized project documentation including reports and technical files in digital and physical formats.
• Monitor IT asset inventories and assist in procurement tracking procedures.
• Ensure adherence to IT security protocols and standards while managing sensitive or classified information with discretion.
• Physically handle and relocate equipment weighing 50 pounds or more as necessary.

Candidate Requirements

• Must be a U.S. citizen eligible for High Public Trust clearance.
• Possess an associate degree in Information Technology, Computer Science, or related field, or have 4+ years of progressively responsible IT support and administrative experience.
• Demonstrated experience supporting government, business, technical, and IT personnel.
• Strong proficiency with Microsoft Office Suite, Microsoft SharePoint, SCCM, Intune, and Active Directory.
• Familiarity with Apple Mac devices, thin clients, and Dell hardware.
• Ability to perform effectively within a high-pressure support environment while demonstrating professionalism and dependability.

Preferred Qualifications

• CompTIA Security+ certification.
• Microsoft Certified: Endpoint Administrator Associate certification.

Physical Requirements

Applicants must be capable of lifting and moving IT equipment that weighs 50 pounds or more as part of their job duties.