Service Desk Agents – Tier 2; DWHTC

Position Overview

GTSC and its Datawiz business unit seek 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 that the role can be performed in a hybrid capacity.

Datawiz 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.

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

• 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 Power Shell 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.

• 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 Air Watch, Big Fix, Apple Business Manager, Workspace ONE, Intune, or Jamf.
• Experience with Power Shell and Power BI.
• Ability to work onsite in Washington, DC.
• Ability to lift up to 50 pounds when supporting onsite hardware needs.

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

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

• Medical
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• Life and AD&D
• Short‑Term Disability
• Long‑Term Disability
• 401(k)
• Tuition Assistance
• Paid Time Off

GTSC is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state, or local law.

GTSC is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.