Senior IT Service Desk Technician

About the role

We are looking for a Senior IT Service Desk Technician to provide Tier 2/3 support for enterprise users in Washington, DC. The role focuses on managing Microsoft endpoint solutions, Azure Virtual Desktop, and SharePoint while mentoring junior staff and driving process improvements.

Key responsibilities

• Administer and support Microsoft Intune, SCCM, MDT, SharePoint, and Azure Virtual Desktop environments.
• Deliver Tier 2/3 technical assistance for desktops, laptops, mobile devices, and peripherals.
• Perform software deployments, patching, imaging, and hardware troubleshooting.
• Maintain ticketing workflows, reporting, and create SOPs, documentation, and knowledge‑base articles.
• Mentor junior service‑desk technicians and lead automation initiatives.

Required profile

• 5+ years of IT Service Desk or Technical Support experience.
• 2+ years in a senior or lead support role.
• Strong customer‑service orientation and ability to work both independently and within a team.

Required skills

• Microsoft Intune, SCCM, MDT, SharePoint Administration.
• Azure Virtual Desktop (AVD) and Azure Active Directory.
• Windows OS and Microsoft Office Suite.
• Enterprise application support (Adobe Acrobat, ProLaw, FMSystem, FS Pro, Learning Depot).
• Desktop/laptop imaging, deployment, and hardware support.
• PIV certificate support and authentication troubleshooting.
• PowerShell scripting for automation.
• Microsoft Modern Desktop Administrator Associate certification (preferred).
• Azure certification (AZ‑900 or higher, preferred).