Tier 2 Technology Support Services

Position Overview
We are seeking experienced and customer-focused Tier 2 Technology Support Services Contractors (IT Service Desk Representatives) to provide advanced technical support to users within a fast-paced, high-profile IT environment located in Southwest Washington, D.C. The ideal candidate will demonstrate strong technical troubleshooting skills, a professional customer service demeanor, and the ability to resolve complex issues related to software, hardware, mobile devices, and network connectivity. U.S. citizenship and successful completion of a background check are required.

Job Responsibilities

• Provide Tier 2 technical support for Windows, macOS, iOS, and Android devices via phone, chat, remote desktop tools, and in-person assistance
• Troubleshoot and resolve issues with COTS software, VPN connections, remote access tools (e.g., Cisco AnyConnect, RSA SecurID), and mobile device configurations
• Administer Active Directory user and account management, including permissions, group policies, and password resets
• Support Microsoft Office 365 (Outlook, Teams, SharePoint, Exchange Online) and related productivity tools
• Configure, maintain, and troubleshoot printers, peripherals, and multifunction devices
• Perform workstation setup, configuration, and user profile migration, including dual-monitor setups and printer installations
• Provide on-site hardware support and mobile device management using tools such as Jamf, Intune, Workspace ONE, Apple Business Manager, and AirWatch
• Deliver advanced support for VPN connectivity, secure remote access, and mobile device integration
• Offer direct, professional assistance to executive-level staff and management in urgent technical situations
• Create and maintain user-facing documentation, installation guides, and standard operating procedures
• Disseminate alert notifications and status updates through various communication channels
• Maintain a comprehensive knowledge base of supported hardware, software, and best practices
• Serve as an escalation point for Tier 1 support and collaborate with Tier 3 engineers and vendors to resolve complex issues
• Participate in special IT initiatives and cross-functional projects as assigned
• Ensure all activities comply with organizational policies, security protocols, and customer service standards

General Competencies & Technical Requirements

• 5+ years of experience providing Tier 2/advanced technical support in an enterprise environment
• 5+ years supporting Windows 10/11, macOS, iOS, and Android operating systems
• 5+ years of Active Directory administration experience
• 5+ years supporting Microsoft 365 (Office Pro Plus, SharePoint, Exchange Online)
• 3+ years supporting remote access tools and VPN technologies
• 3+ years supporting Incident, Change, or Knowledge Management systems (e.g., BMC Helix/Remedy)
• Experience with MDM tools (Jamf, Intune, Workspace ONE, or Apple Business Manager)
• Familiarity with TCP/IP, network protocols, and diagnostic tools for resolving connectivity issues
• Excellent communication and interpersonal skills with proven experience supporting executive-level users
• Ability to lift up to 50 pounds to support on-site hardware installation and maintenance
• Self-motivated with the ability to work independently and collaboratively under minimal supervision

Preferred Qualifications

• 3+ years in an IT Call Center or Service Desk environment
• CompTIA Certifications (A+, Network+, Security+)
• Microsoft 365 or ITIL Foundation Certification
• Bachelor's degree in Information Technology, Computer Science, or related field
• Additional industry-recognized certifications preferred

Service Hours and Place of Performance

• Location: U.S. office buildings within the U.S. Capitol Complex, Southwest Washington, D.C.
• Hours: Monday-Friday, 8:00 AM - 6:30 PM (EST), excluding federal holidays
• After-hours/Weekend Work: Requires prior written approval from the Contracting Officer's Representative (COR/ACOR)
• Congressional Transition Period: (September 1 - April 1 following federal elections) hours may shift to align with operational requirements

Citizenship and Security Clearance

• Citizenship: U.S. Citizenship required (authorized U.S. workers only)
• Security Clearance: Must successfully pass a federal background check prior to assignment; no work permitted until clearance is obtained

Key Attributes for Success

• Strong technical acumen and critical thinking skills
• Customer-first mindset with polished communication and professionalism
• Ability to manage multiple priorities and respond effectively in high-pressure situations
• Team-oriented and adaptable to shifting priorities and evolving technologies
  
  #Dice

About Equiliem

Equiliem believes in empowering success. It's our job to cultivate relationships that connect people and employers in a way that is inclusive, intelligent, and allows both to thrive.

Across the U.S., leading companies in healthcare, government, engineering, manufacturing, professional services, and energy rely on us for their workforce solutions. Our recruiting and HR services include contract and direct hire staffing, Payrolling/EOR, Independent Contractor Compliance, and Managed Services.

For almost 30 years, we've helped shape our industry. Today, we continue to research, ask questions, and continuously enhance the candidate journey and client experience.

Benefits

We offer a comprehensive benefits package to our employees, which includes:

• Medical Insurance
• Vision & Dental Insurance
• Life Insurance
• 401K
• Commuter Benefits
• Employee Discounts & Rewards
• Payroll Payment Options

EEO Employer

Equiliem is an equal opportunity employer. We do not discriminate or allow discrimination based on race, color, religion, creed, sex, age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Equiliem will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or .