Ignite IT is seeking a Tier 2 Desk Side Support IT Specialist to provide mid-to-senior level technical and administrative support for IT operations in Washington, DC. This position combines hands-on desktop support with administrative coordination to ensure efficient day-to-day IT operations and successful project execution.
The ideal candidate has experience supporting government, business, technical, and IT personnel while providing Tier 2 desk side and remote support in a fast-paced environment. This role requires strong troubleshooting skills, excellent customer service, and the ability to work collaboratively with infrastructure teams to resolve complex technical issues.
Responsibilities- Provide Tier 2 desk side and remote support for end-user systems, peripherals, and network connectivity.
- Perform software installations, software updates, and hardware troubleshooting in a fast-paced, high-demand environment.
- Diagnose and resolve complex issues involving:
- Windows Operating System
- Active Directory
- Azure Virtual Desktop (AVD) performance
- SCCM client health
- BitLocker recovery
- Microsoft Intune-managed devices
- Perform system imaging, patch deployment, and configuration management using SCCM and Microsoft Intune.
- Manage user accounts, permissions, and group policies within Microsoft 365 and Active Directory.
- Collaborate with Tier 3 support and Infrastructure teams on escalated issues and advanced troubleshooting.
- Document and track service tickets, resolutions, and support activities in ServiceNow.
- Maintain and organize project files, reports, and technical documentation in both electronic and manual formats.
- Monitor IT asset inventory and assist with procurement tracking.
- Ensure compliance with IT security policies, standards, and procedures.
- Handle sensitive or classified materials with discretion and accuracy.
- Lift and move equipment weighing 50 pounds or more as needed.
Requirements
U.S. Citizenship with the ability to obtain a High Public Trust clearance.
Associate's degree in Information Technology, Computer Science, or a related discipline and/or 4+ years of progressively responsible experience in IT support and administrative roles.
Experience supporting government, business, technical, and IT personnel.
Proficiency with:
- Microsoft Office Suite
- Microsoft SharePoint
- Microsoft SCCM
- Microsoft Intune
- Active Directory
Familiarity with:
- Apple Mac products
- Thin clients
- Dell hardware
Ability to work effectively in a fast-paced support environment while maintaining professionalism and reliability.
Preferred Qualifications- CompTIA Security+
- Microsoft Certified: Endpoint Administrator Associate
Candidates must be able to:
- Lift and move equipment weighing 50 pounds or more as required by the position.
Skills Required
- U.S. Citizenship with ability to obtain High Public Trust clearance
- Associate's degree in Information Technology, Computer Science, or related discipline and/or 4+ years progressive IT support experience
- Experience supporting government, business, technical, and IT personnel
- Proficiency with Microsoft Office Suite
- Proficiency with Microsoft SharePoint
- Proficiency with Microsoft SCCM (imaging, patch deployment, client health)
- Proficiency with Microsoft Intune and Intune-managed devices
- Proficiency with Active Directory and Microsoft 365 account and group policy management
- Experience with Azure Virtual Desktop (AVD) performance troubleshooting
- Ability to perform BitLocker recovery and related encryption support
- Experience documenting and tracking tickets and resolutions in ServiceNow
- Ability to handle sensitive or classified materials with discretion and accuracy
- Ability to lift and move equipment weighing 50 pounds or more
- Ability to work effectively in a fast-paced support environment while maintaining professionalism and reliability
- Familiarity with Apple Mac products
- Familiarity with thin clients
- Familiarity with Dell hardware
- CompTIA Security+ certification
- Microsoft Certified: Endpoint Administrator Associate
What We Do
Passion and Purpose. We are a start-up borne out of a group of architects and engineers providing solutions that transform with digital breakthroughs. We Partner - Partnership to us means being all in - on the ground, in the weeds, producing and delivering mission solutions. We Innovate - driving digital innovation and experimentation to improve decision services for the American people. We Engage – co-creating to deliver HCD (human centered design) to solve tour customers digital challenges. We Deliver – and take pride and accountability in everything we do. We are Ignite IT. Ignite IT deploys teams that are customer-obsessed, delivering a CX (Customer Experience) renaissance to our Private and Public Sector customers. We combine Commercial BX (Business of Experience) with customer delivery experts to benefit agencies to innovate and improve services and launch new digital solutions. We have built a company foundation dependent on each of our employee’s success, and provide a healthy, engaging, community where learning and knowledge sharing are encouraged. We empower our employees to be bold, continually innovate and propose new ideas to improve processes and services. We engage daily on work that touches millions of people, always focusing on positive impacts and results. We enable mission services that enable Enterprise companies to succeed in digital transformation, protect Border Agents, deploy the Army Reserve and National Guard, providing decision dominance to make America safer. We apply these digital services across the Private and Public Sectors to include include HHS, DHS, AOUSC and Army. We aim to continually raise the bar for our customers to expect more from their digital services. For more information, visit www.igniteitservices.com
