Tier 2 Desk Side Support Specialist

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 Physical Requirements Candidates must be able to: - Lift and move equipment weighing 50 pounds or more as required by the position.