IT Support Technician II

Job Title: IT Support Technician II
Location: Washington, DC ONSITE
Type: Contract To Hire
Compensation: $28.54
Security Clearance: Ability to obtain and maintain Public Trust

Overview
We are seeking an experienced Tier 2 IT Support Technician to provide hands-on technical support for end users in a fully onsite Washington, DC environment. This role will troubleshoot complex Windows and macOS hardware, software, peripheral, and connectivity issues while managing tickets through resolution and meeting SLA expectations. The technician will also perform workstation imaging, device deployment, software configuration, hardware refreshes, and user training. The ideal candidate has strong desk-side support experience, excellent documentation and customer service skills, and the ability to obtain and maintain a Public Trust clearance.

Responsibilities

• 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.
• 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.
• 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.
• Assist with user training and provide guidance on best practices for the government agency''s 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.

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

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1