Service Desk Agents – Tier 2 (DW2604HTZ)

GTSC seeks experienced and motivated Service Desk Agents, Tier 2.

~~~ Position contingent upon contract award ~~~

Multiple positions available.

Location: Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role.  

GTSC delivers secure, ITIL-aligned Tier 1–3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.

Job Description

The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination.

Responsibilities:

• Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
  
• Log and manage service tickets in the ITSM platform.
  
• Provide high-level technical support to end users.
  
• Deliver onsite and virtual support for mobile devices, software configuration, and troubleshooting.
  
• Diagnose advanced workstation and application issues.
  
• Perform system imaging and device configuration.
  
• Support Microsoft 365 and enterprise applications.
  
• Provide onsite hardware installation and replacement support.
  
• Perform user data migration tasks upon request ensuring data integrity and security.
  
• Perform mobile device and endpoint management console support
  
• Configure individual workstations including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
  
• Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
  
• Maintain asset documentation and reconciliation records.
  
• Coordinate device returns and secure sanitization workflows.
  
• Support nationwide field dispatch within defined response timelines.
  
• Support development and updates of technical documentation
  

Required Skills

• Five (5) years supporting Windows and macOS.
  
• Five (5) years Active Directory administration.
  
• Three (3) years secure remote troubleshooting.
  
• Experience supporting endpoint lifecycle processes.
  
• Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf
  
• Experience with PowerShell and Power BI
  
• Ability to work onsite in Washington, DC.
  
• Ability to lift up to 50 pounds when supporting onsite hardware needs.
  

Preferred Skills

• ITIL Foundation certification.
  
• Experience supporting large distributed enterprise environments.
  
• Experience supporting transition or surge operations.
  

Background Investigation Requirements

• Must be a U.S. Citizen.
  
• Must be eligible to obtain and maintain a Public Trust clearance.
  
• Must successfully complete required background investigation and security training.
  

Requirements

• Health and Dental Insurance 
  
• Group Life insurance 
  
• Short-term Disability 
  
• 11 Paid Federal Holidays
  
• 401(k)