Desktop Engineer Tier 2

Position Title: Desktop Engineer - Tier 2

Location: Washington, DC

Assignment Type: 6 months contract

Pay Rate: $30.00 - $33.00 / Hourly

Work Schedule: Onsite, Monday - Friday

Benefits: This position may be eligible for medical, dental, vision, and 401(k).

Our client is undergoing a major modernization effort, including new server deployments and a full transition to Windows 11. To support this initiative, the IT department is adding several Desktop Engineer Tier 2 Technicians to handle advanced troubleshooting, device upgrades, and escalated end‑user support.

You’ll join a team of eight help desk technicians and serve as a key escalation point for more complex issues while ensuring a smooth upgrade experience for faculty, staff, and students.

• Windows 11 Upgrade & Deployment: perform full Windows 11 upgrade lifecycle including backup, OS deployment, validation, and post‑upgrade troubleshooting.
• Resolve escalated upgrade failures, driver issues, hardware compatibility problems, and application conflicts.
• Install and configure Microsoft 365 and Crowd Strike on devices pending upgrade.

• Serve as an escalation point for issues beyond Tier 1 capability.
• Troubleshoot advanced Windows, hardware, network, and authentication issues.
• Support MFA enrollment, login failures, and identity‑related problems.
• Perform data extraction and migration between devices.

• Provide deskside support for faculty and staff, including hardware, printers, connectivity, and account issues.
• Document all work in the ticketing system with clear, detailed notes.
• Report daily progress and blockers to the IT Manager.

• Strong experience with Windows 10/11 administration, upgrades, imaging, and troubleshooting.
• Hands‑on support with Microsoft 365, endpoint configuration, and user provisioning.
• Experience with MFA, identity tools, and security platforms such as Crowd Strike.
• Ability to diagnose and resolve escalated Tier 2 issues independently.

• Bachelor’s degree in a relevant field preferred.
• US Citizen or Green Card holder.
• Prior Tier 2, deskside, or advanced help desk experience required.
• Strong customer service and communication skills.
• Ability to work fully onsite in Washington, DC.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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