Help Desk Technician II - Washington DC

About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world's most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

How You'll Contribute:

The Help Desk Technician II provides advanced technical support and systems administration for end-users, resolving complex issues escalated from Tier 1 staff across desktop, server, network, and enterprise application environments.

This role combines hands-on troubleshooting with account administration, patch management, and network diagnostics, while also supporting live events and contributing to operational documentation. The position requires strong technical acumen, problem-solving skills, and the ability to work both independently and collaboratively in a fast-paced environment.

What You'll Do:

Advanced End-User Support

• Respond to Tier 2 support tickets escalated from Tier 1 staff.
• Troubleshoot and resolve hardware, software, and peripheral issues for Windows and macOS environments.
• Provide on-site or remote technical support during live events.

System & Application Administration

• Administer and troubleshoot Active Directory, Azure/Entra ID, Exchange, SharePoint, and Print Server systems, including account creation, group policy updates, permissions, and access issues.
• Perform user provisioning, password resets, and security group modifications.

Patch Management & Deployment

• Deploy software patches, service packs, and bug fixes across endpoints, servers, and virtual machines using Tanium or similar platforms.
• Ensure update compliance with security and operational standards.

Network & Infrastructure Troubleshooting

• Diagnose issues related to switches, wireless access points, and port configurations.
• Resolve LAN/WAN/Wi-Fi connectivity problems, escalating to infrastructure teams as needed.

Documentation & Knowledge Sharing

• Record all work in the IT ticketing system (ServiceNow, Jira, or equivalent).
• Develop and share Standard Operating Procedures (SOPs) and Knowledge Base Articles to assist Tier 1 staff.
• Mentor Tier 1 team members on advanced troubleshooting practices.

Maintenance & Asset Management

• Image, configure, and deploy new or reissued hardware.
• Maintain IT asset inventory, tracking lifecycle and warranty status.
• Support and configure network printers, scanners, and other shared devices.

Technical Skills & Tools

• Operating Systems: Windows 10/11, macOS, basic Linux familiarity.
• Directory Services: Active Directory, Azure/Entra ID, Group Policy.
• Messaging & Collaboration: Microsoft Exchange, SharePoint, Teams, OneDrive.
• Networking: TCP/IP, DNS, DHCP, VLANs, VPN troubleshooting.
• Endpoint Management: Microsoft Intune, JAMF, SCCM; Tanium Deployment Tool for patching.
• Remote Support Tools: TeamViewer, Bomgar, Microsoft Quick Assist.
• Security Tools: Endpoint protection platforms (CrowdStrike, Sophos, Defender).

Work Schedule & Requirements

• Core Hours: Monday-Friday with occasional early morning, evening, or weekend work during maintenance windows or live events.
• On-Call: Available for urgent escalations during off-hours.

What You'll Bring:

Education & Certifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Certifications: Microsoft Certified Azure Fundamentals (AZ-900), CompTIA A+ (required); Network+, Security+, or equivalent preferred.

Required Skills/Qualifications:

• 4+ years in IT support roles, with at least 1-2 years in a Tier 2 or equivalent position.
• Proficient in Microsoft Azure / Active Directory, Windows Server, Office 365, Exchange, SharePoint, Intune, and JAMF.
• Skilled in Windows and macOS environments, hardware/software troubleshooting, and peripheral support.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VLAN configuration.
• Excellent interpersonal, written, and verbal communication skills; able to explain technical concepts to non-technical users.
• Strong problem-solving skills with the ability to resolve issues remotely and provide clear instructions.
• Able to prioritize multiple tasks with competing deadlines.
• Flexibility to work evenings, weekends, and holidays as needed.