Tier 2 Desk Side Support Specialist

Ignite IT is seeking a Tier 2 Desk Side Support IT Specialist to provide mid-to-senior level technical and administrative support for IT operations in Washington, DC. This position combines hands-on desktop support with administrative coordination to ensure efficient day-to-day IT operations and successful project execution.

The ideal candidate has experience supporting government, business, technical, and IT personnel while providing Tier 2 desk side and remote support in a fast-paced environment. This role requires strong troubleshooting skills, excellent customer service, and the ability to work collaboratively with infrastructure teams to resolve complex technical issues.

Responsibilities

• Provide Tier 2 desk side and remote support for end-user systems, peripherals, and network connectivity.
• Perform software installations, software updates, and hardware troubleshooting in a fast-paced, high-demand environment.
• Diagnose and resolve complex issues involving: Windows Operating System
• Active Directory
• Azure Virtual Desktop (AVD) performance
• SCCM client health
• BitLocker recovery
• Microsoft Intune-managed devices
• Perform system imaging, patch deployment, and configuration management using SCCM and Microsoft Intune.
• Manage user accounts, permissions, and group policies within Microsoft 365 and Active Directory.
• Collaborate with Tier 3 support and Infrastructure teams on escalated issues and advanced troubleshooting.
• Document and track service tickets, resolutions, and support activities in ServiceNow.
• Maintain and organize project files, reports, and technical documentation in both electronic and manual formats.
• Monitor IT asset inventory and assist with procurement tracking.
• Ensure compliance with IT security policies, standards, and procedures.
• Handle sensitive or classified materials with discretion and accuracy.
• Lift and move equipment weighing 50 pounds or more as needed.

Requirements

• U.S. Citizenship with the ability to obtain a High Public Trust clearance.
• Associate's degree in Information Technology, Computer Science, or a related discipline and/or 4+ years of progressively responsible experience in IT support and administrative roles.
• Experience supporting government, business, technical, and IT personnel.
• Proficiency with: Microsoft Office Suite
• Microsoft SharePoint
• Microsoft SCCM
• Microsoft Intune
• Active Directory
• Familiarity with: Apple Mac products
• Thin clients
• Dell hardware
• Ability to work effectively in a fast-paced support environment while maintaining professionalism and reliability.

Preferred Qualifications

• CompTIA Security+
• Microsoft Certified: Endpoint Administrator Associate
• Physical Requirements
• Candidates must be able to: Lift and move equipment weighing 50 pounds or more as required by the position.