Our client is hiring a Service Desk Technician L2 on a hybrid basis in Washington DC for $28/hour (W2). This is a federal position: you MUST be a US Citizen or Green Card holder to be eligible. We CANNOT accept C2C candidates at this time. 

The Service Desk Technician Level 2 provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the OCFO and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.
Duties & Responsibilities:

• Respond to service requests and service incidents reported by OCFO staff via phone, email, or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.
• Ability to provide tier 1 support for a Windows-based desktop environment, including common desktop applications such as Microsoft365 and Adobe, as well as managing user accounts and Active Directory.
• Ability to provide tier 1 support for iOS-based mobile devices, including common mobile-based applications such as email, Microsoft365, and authentication applications.
• Configure and deploy PCs, laptops, printers, mobile phones, tablets, and other desktop IT assets.
• Interact with network team and application development teams to restore services and/or identify and correct issues.
• Simulate or re-create user problems to resolve incidents.
• Recommend system modifications to reduce user problems and service incidents

Qualifications: 

• 3 years of experience providing help desk support for Windows operating system, Windows-based applications and databases, and AD account management
• 3 years of experience providing help desk support for iOS devices, iOS-based applications, and iCloud account management
• 3 years of experience configuring, imaging, and deploying Windows based laptops, printers, and desktop assets
• 3 years of experience with workflow management applications such as ZenDesk, ServiceNow, Ivanti, or BMC Helix
• (This is not a requirement, but a major plus) 3 years of experience with endpoint protection and management tools such as Cisco AMP, Absolute, or HP SureClick
• (This is not a requirement, but a major plus) 3 years of experience with IT asset management and tracking tools such as Oomnitza, ServiceNow, Ivanti, or BMC Helix
• CompTIA A certfication