Service Desk Technician Tier 2

Service Desk Technician Tier 2

Location : Washington, DC

Agency : Chenega MIOS SBU

Summary

Service Desk Technician Tier 2 provides hands?on desktop support for federal government users in a rapidly evolving business climate. The role is responsible for troubleshooting, workstation deployment, VIP support, and contributing to the overall efficiency of the FCC IT environment.

Responsibilities

• Provide in?person Tier II support for desktops, laptops, mobile devices, peripherals, and network connectivity issues.
• Deploy, configure, and secure workstations and IT equipment in compliance with federal security standards and agency configuration baselines.
• Manage, document, and track incidents and service requests using the approved ticketing system, ensuring timely resolution and adherence to service?level agreements (SLAs).
• Deliver VIP and executive?level IT support with discretion, professionalism, and urgency.
• Support new hire onboarding and employee off?boarding processes, including account provisioning / deprovisioning, hardware deployment, and access control.
• Maintain asset inventory records, ensuring accountability and compliance with federal property management policies.
• Document technical procedures, knowledge base articles, and lessons learned to improve service delivery and support continuity.
• Escalate unresolved technical issues to Tier III or engineering teams, providing detailed documentation of troubleshooting steps taken.
• Ensure adherence to ITIL best practices for incident, problem, and change management.
• Support compliance with cybersecurity policies, federal IT security requirements, and agency?approved procedures.
• Perform other IT support duties as assigned in alignment with federal mission objectives.

Qualifications

Knowledge, Skills & Abilities

How Youll Grow

At Chenega MIOS, professional development focuses on helping team members at every level identify and use their strengths to perform their best work daily. From entry?level employees to senior leaders, there is always room to learn through on?the?job experiences and formal development programs.

Benefits & Culture

Chenega MIOS offers a broad range of benefits and a supportive culture that encourages excellence, well?being, and community impact. For more details on working at Chenega MIOS, visit the company website.

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