Customer Service Tech II (IT Support Technician)

TITLE: Customer Service Tech II (IT Support Technician)
Location: Washington DC
duration: 6 months contract
Security clearance: PUBLIC TRUST ( ability to obtain)

WORK ENVIRONMENT / OTHER:
Operational Support: May require participation in on-call or surge support activities depending on operational needs.
Location: On-site at -assigned worksite(s) for including Headquarters in Washington, DC; support to regional offices may be required per contract direction.
Travel: As required per contract direction.

The IT Support Technician provides second-level end-user support for personnel, resolving complex hardware, software, and connectivity issues that cannot be resolved at first contact. This role supports service delivery objectives by restoring service quickly, maintaining accurate ticket records, and meeting service level expectations for incidents and requests. The technician performs desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration. The position collaborates with senior technicians and cross-functional IT teams to manage escalations, improve support workflows, and maintain a high-quality user experience.

PRIMARY RESPONSIBILITIES:
Tier 2 End-User Technical Support
- Provide second-level technical support for end users across hardware, software, peripheral, and connectivity issues.
- Troubleshoot and resolve complex operating system and application issues on Windows and macOS endpoints.
- Deliver support during assigned call-in and walk-in service desk coverage windows, and restore user productivity through timely diagnosis and resolution.
- Escalate unresolved incidents to appropriate teams with complete technical details and troubleshooting history.

Ticket Management, Escalation, and SLA Compliance
- Manage incident and request tickets in the enterprise ticketing system, ensuring accurate categorization, prioritization, and documentation.
- Maintain ticket lifecycle ownership from assignment through closure in accordance with SLA targets.
- Coordinate with internal support teams and external support groups to ensure timely reassignment and resolution of escalated work.
- Capture clear resolution notes and trend indicators to support service quality reporting and process improvement.

Endpoint Imaging, Deployment, and Configuration
- Perform workstation imaging, provisioning, and deployment for new and replacement devices.
- Configure and support peripherals and enterprise-standard software packages for users.
- Validate endpoint readiness, including required configurations and secure connectivity to services.
- Assist with hardware refresh, device swaps, and asset lifecycle activities consistent with contract procedures.
User Enablement and Service Improvement
- Assist with user training and provide guidance on best practices for IT systems and tools.
- Contribute to support documentation and reusable troubleshooting steps for faster issue resolution.
- Partner with senior technicians and engineering teams to identify recurring issues and recommend process improvements.
- Participate in continuous service improvement activities aligned with operational and customer experience goals.

REQUIRED QUALIFICATIONS
Citizenship/Work Authorization: Must meet contract requirements.
Clearance: Ability to obtain and maintain Public Trust (or higher if required).
Education: Bachelors.

Experience:
- Minimum 4 years of IT support experience in a service desk or desk-side environment.
- Strong knowledge of Windows and macOS operating systems, hardware troubleshooting, and enterprise applications.
- Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow).

Technical Skills:
- Windows and macOS endpoint troubleshooting and support
- Hardware diagnostics and peripheral support (laptops, desktops, monitors, printers, docking stations)
- ServiceNow or comparable ticketing/ITSM platform usage
- ITIL-aligned incident and request management practices
- Workstation imaging, deployment, and enterprise software configuration

PREFERRED QUALIFICATIONS
- Experience supporting federal civilian agency users in a high-visibility mission environment.
- ITIL 4 Foundation certification.
- Experience supporting VIP users and high-priority incident workflows.
- Familiarity with enterprise endpoint management and collaboration platforms (e.g., Microsoft Intune, Microsoft 365).
- CompTIA A+, Microsoft endpoint support, or similar end-user support certifications.
- Microsoft 365 Certified: Endpoint Administrator Associate.