IT Service Desk II/Help Desk II

R3 LLC delivers best-in-class IT solutions to clients and is committed to ongoing excellence, quality, service, and value. As we grow and innovate, we are seeking a dedicated IT professional to join our Washington, DC on-site team as an IT Service Desk II / Help Desk II. In this role you will be the primary client contact for IT support, handling advanced troubleshooting and incident resolution while mentoring staff and collaborating with internal and external teams. The workload spans Windows, macOS, iOS, and Android, and includes on-call support and escalation as needed.

Responsibilities

• Resolve intermediate to advanced technical issues with minimal supervision
• Serve as an escalation resource for Tier 1 engineers
• Provide advanced onsite support for laptops, desktops, mobile devices, printers, peripherals, and related hardware
• Troubleshoot Windows, macOS, iOS, and Android environments
• Support Microsoft 365 applications and services
• Perform advanced Active Directory user and device administration
• Troubleshoot remote-access software, VPN, and connectivity issues
• Install and configure hardware, software, workstations, printers, monitors, and peripherals
• Perform user data migrations
• Create and deploy system images for laptops and desktops
• Decommission and securely wipe Macs, iPhones, and iPads
• Support endpoint and mobile device management platforms including AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, and JAMF
• Perform root-cause analysis and identify recurring technical issues
• Recommend permanent fixes and process improvements
• Create and maintain technical documentation, knowledge-base articles, and standard operating procedures
• Assist with onboarding new users, systems, and technology
• Work collaboratively with internal teams and external vendors
• Communicate proactively with users regarding issue status and resolution timelines
• Participate in on-call rotations and provide evening or weekend support when required
• Provide high-level support during urgent or emergency situations
• Maintain strong customer service when working with executive-level users and office leadership

Requirements

• 5+ years of advanced experience supporting Windows, macOS, iOS, and Android environments
• 5+ years of Active Directory user and account administration
• 5+ years supporting Microsoft Windows and Microsoft 365 / Office 365
• 3+ years supporting remote-access technologies
• 3+ years supporting VPN and remote connectivity
• Experience troubleshooting complex end-user hardware and software issues
• Experience supporting endpoint or mobile device management platforms
• Strong understanding of networking concepts including IP addressing, DHCP, DNS, and TCP/IP
• Demonstrated ability to independently troubleshoot and resolve intermediate-to-advanced technical issues
• Strong documentation and technical writing skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to professionally handle escalated or challenging customer interactions

Technologies

• Windows
• macOS
• iOS
• Android
• Microsoft 365
• Active Directory
• AirWatch
• BigFix
• Apple Business Manager
• Workspace ONE
• Intune
• JAMF
• PowerShell
• Power BI
• VPN

About the Role and Our Team

At R3, we are committed to delivering clients with best-in-class IT solutions and operating with a relentless pursuit of excellence. We value high quality, strong service, and measurable value, and we support growth and innovation across our team. This on-site role in Washington, DC places you at the center of client operations, with opportunities to mentor colleagues, improve documentation, and drive process enhancements. You will be the primary contact for clients, delivering timely, accurate, and professional technical support across a broad range of technologies. You will take increasing ownership of incident resolution, including advanced troubleshooting, root-cause analysis, and escalation support, collaborating with internal teams and external vendors to meet service-level commitments. You will contribute to team growth by sharing knowledge, refining procedures, and elevating service delivery. This position is contingent on award of the contract with a late August/September start.