Tier 2 Technician
IntelliDyne
$50,000 - $120,000 / year
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Description
IT Support Technician - Deskside
Classification: Non-Exempt
Location: 1100 L. Street NW Washington, DC
Clearance: Secret
Responsibilities:
- Provide 2nd level escalation support to the Tier 1 Help Desk.
- Provide remote and on-site troubleshooting for hardware and software support.
- Resolve Call Center Tech Support tickets and provide desk-side support to onsite customers.
- Install, monitor, troubleshoot, replace, and support:
- Multiple software solutions from multiple vendors outside of MS Office
- Printers/printer consumables, multi-function devices/multi-function device consumables, and imaging scanners
- Mobile devices or VTC issues
- WiFi or local and wide area networks or connectivity issues
- Data storage systems, Active Directory, and other third-party software.
- Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.
- Work with VIPs, providing a “white glove” service where necessary.
- Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.
- Reassign or escalate incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.
- Track all work, inventory, and projects using a ticketing system
- Provide assistance and participate on new project(s) testing and deployment/delivery.
- Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.
- Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.
- Participate in project deployment.
- Provide input and update knowledge base as necessary.
- Coordinate the logistics of and conduct the movement of assets and equipment to various client's facilities when needed.
- Maintain an organized resource/hardware furnished storage room(s).
- Document, update and close tickets according to defined service level agreement requirements.
- Provide support and participate in asset management analysis and data governance.
Qualifications:
- High School Diploma.
- Minimum 4 years’ experience working in support of desk side services with specific focus on supporting executive VP\VIP levels and their assistants.
- Clearance: Must have a Secret clearance
- Must have all or one of the following current certifications:
- MCP (Microsoft Certified Professional)
- Google IT Support
- HDI-CSR
- Knowledge of Microsoft Management Console tools, specifically
- Active Directory (AD) for user and computers
- Terminal services
- VPN technologies like ZScaler
- Windows OS Imaging tools
- Must be self-motivated to learn and sharpen technology knowledge and skills along with business processes.
- Experience preferred troubleshooting and configuring:
- OneDrive/Azure/Office 365/MS Teams/Sharepoint
- VPN (vendor agnostic)
- Print services
- Bomguar/Beyond Trust
- Bitlocker
- ServiceNow
- Excellent verbal and written communication skills
- Professionally organized and dressed
- Data entry skills that clearly explain how problems were fix
- Customer focused and service oriented
- Attentive to details
- Able to multi-task.
- Ability to work individually and within a team environment with little supervision.
Compensation: $50,000 - $120,000
About Us
IntelliDyne, LLC empowers government organizations through the delivery of quality, mission-aligned services and innovative, people-first IT solutions. IntelliDyne has earned the designation of a Top Workplace by providing an inclusive and supportive environment where employees have a voice and are challenged to provide innovative solutions to our clients of national, state, and local importance.
For individuals with disabilities who would like to request an accommodation, please contact staffing@intellidyne-llc.com or 703-575-9715.
About this role
IntelliDyne is seeking a Tier 2 Technician to provide second-level IT support in a hybrid role based in Washington, DC. You'll handle escalations from the Help Desk, troubleshooting both hardware and software issues for government clients across the National Capitol Region. The work spans multiple vendor platforms—from Active Directory and Office 365 to printers, mobile devices, VPN solutions, and imaging systems—with a significant portion involving deskside support for VIP-level users and executives. You'll document all work in ServiceNow, coordinate with external vendors on repairs and replacements, and participate in asset management and project deployments.
This role requires a Secret clearance and at least four years of hands-on deskside support experience, ideally with executive-level clientele. You'll need one current certification (MCP, Google IT Support, or HDI-CSR) and solid knowledge of Active Directory, Windows imaging, and VPN technologies. Familiarity with cloud services like OneDrive and Microsoft Teams, print services, and remote access tools like Bomgar is expected. The position demands strong communication, attention to detail, and the ability to work independently or as part of a team while managing multiple tickets and priorities.
The salary range is $50,000 to $120,000 for a full-time position. This is a non-exempt role suited to someone with established technical depth who thrives supporting high-level users and can balance ticket-driven work with project involvement.
How this employer is doing
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IntelliDyne Appoints Harry Bartel as Chief Operating Officer, citybiz
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Pay for this role
$50,000 to $120,000 per year
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