Tier 2 - Senior Desk Side IT Specialist

Location: Parkersburg, WV
Clearance Requirement: U.S. Citizenship with eligibility for High Public Trust

Actio Net is seeking a Tier 2 - Senior Desk Side IT Specialist technical resource supporting IT operations in Parkersburg, WV. The ideal candidate will have an associate degree and 5+ years of hands‑on IT support experience, including 2 years in a senior or lead role. This position requires a strong technical background in system troubleshooting, endpoint management, and collaboration across IT teams to ensure reliable and secure operations.

Salary Range: 76,

• Serve as the lead Tier 2 technical specialist for desk side and remote support operations.
• Provide advanced troubleshooting and resolution for hardware, software, and integrated systems issues.
• Support and manage Azure Virtual Desktop (AVD) sessions, SCCM imaging and deployment, and endpoint configuration.
• Troubleshoot and resolve network connectivity, KVM switch integration, and Bit Locker encryption recovery issues.
• Manage Intune Mobile Device Management (MDM) enrollment, compliance, and device policies.
• Oversee endpoint management, patch compliance, and configuration baselines using SCCM and Intune.
• Respond to user trouble tickets and service requests in accordance with established SLAs.
• Use IT service management tools to document incidents, resolutions, and change histories.
• Provide daily user support for hardware, software, and application issues both in person and remotely.
• Assist with installation and configuration of supported applications and standard hardware setups.
• Develop and maintain technical documentation, including standard operating procedures (SOPs) and user guides.
• Conduct technical training and mentoring for Tier 1 and Tier 2 support staff.
• Collaborate with Tier 3, Network, and Security teams to resolve escalated incidents and implement enterprise‑level solutions.
• Monitor system performance and identify opportunities for optimization or automation.
• Ensure SLA compliance and maintain detailed technical records.
• Lead or guide other IT specialists in daily operations and project assignments.
• Contribute to process improvement initiatives that enhance service delivery and efficiency.
• Support general network access and assist with application deployment and maintenance.

• 5+ years of progressively responsible IT support experience, including at least 2 years in a senior or lead role.
• Strong knowledge of Windows OS, Active Directory, Microsoft 365, SCCM, Intune, and AVD environments.
• Experience using IT ticketing and asset management systems.
• Preferred certifications:
  CompTIA Security+, CompTIA Network+, Microsoft Certified:
  Endpoint Administrator Associate, ITIL Foundation, or equivalent.
• Performs duties independently as the sole on‑site technical resource at an offsite location, coordinating with remote guidance as needed.

Actio Net is an equal‑opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.