Desktop Support Technician - Tier 2

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Smart Synergies, is seeking the following. Apply via Dice today!Position SummaryWe are seeking a mid-level Desktop Support Specialist to provide comprehensive technical assistance to end users within a federal environment. This role involves delivering a mix of in-person and remote support services, ensuring reliable operation of user workstations, network connectivity, and associated devices.The individual in this role will handle technical issues across a wide range of hardware and software platforms, utilizing remote support tools and direct interaction to resolve incidents efficiently. Strong customer service skills and the ability to work across multiple support channels are essential.Primary Responsibilitiesp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Provide technical support through desk-side visits, phone assistance, and remote access tools for user systems and networked devicesp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Install, configure, and maintain desktops, laptops, mobile devices, printers, monitors, and related peripheralsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Diagnose and resolve hardware and software issues; communicate clearly with users regarding status and resolution stepsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Utilize enterprise remote support solutions to maximize first-call resolution and minimize on-site interventionsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Escalate complex issues or security-related incidents to senior technical staff or appropriate security personnel when necessaryp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Ensure systems comply with security standards by applying patches, updates, antivirus tools, and configuration policiesp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Support user account environments within directory services and TCP/IP-based networksp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Provide assistance for common productivity software and enterprise applicationsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Configure secure access tools such as multi-factor authentication tokens and smart cardsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Install and support both Windows and macOS operating systems, including troubleshooting and system recoveryp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Support mobile device platforms (iOS, Android, Windows-based devices), including configuration and issue resolutionp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Assist with unified communications tools, including VoIP systems and collaboration platforms such as video conferencing and messaging applicationsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Perform equipment setup and breakdown for small-scale user relocations or office adjustmentsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Coordinate with vendors for warranty service and hardware repairsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Maintain inventory awareness and provide input on hardware standardization and lifecycle planningp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Partner with security teams to address vulnerabilities, perform remediation actions, and support incident response activities such as malware removal and system reimagingp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Follow established procedures for device sanitization and secure handling of IT assetsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Contribute ideas for improving service delivery, efficiency, and user experienceRequired Experience And Skillsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Approximately 5 years of experience in desktop or end-user support within a professional IT environmentp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Strong troubleshooting skills across both hardware and software domainsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Experience supporting enterprise environments with diverse device types and operating systemsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Familiarity with remote support tools and ticketing systemsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Ability to manage multiple tasks while maintaining responsiveness and customer satisfactionPreferred Certificationsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> CompTIA A+p]:pt-0 [&>p]:mb-2 [&>p]:my-0"> CompTIA Network+p]:pt-0 [&>p]:mb-2 [&>p]:my-0"> Microsoft desktop support or modern endpoint certificationsp]:pt-0 [&>p]:mb-2 [&>p]:my-0"> ITIL (latest version preferred)