Institute for Building Technology and Safety

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Tier 2 Desktop Support Technician

Tier 2 Desktop Support Technician

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Information Technology

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Bring your passion, expertise, and experience to IBTS, where we appreciate and are committed to our employees. We offer outstanding benefits, growth opportunities and work hard to maintain a culture that values our employees. 


The Institute for Building Technology and Safety (IBTS) is a 501(c) (3) non-profit organization that was established to provide unbiased professional building code compliance services, while enhancing the communities in which we work. At IBTS, our mission is to deliver quality services to meet the challenges of governance at all levels while enhancing public safety, economic development, and the general welfare of the community. Our services include Building and Community Development, Energy and Sustainability Services, Disaster Planning and Recovery, Quality Assurance, as well as Compliance and Risk Monitoring.


IBTS is headquartered in Ashburn, VA, with additional offices in Louisiana, Missouri, New York, Oklahoma, Texas and Washington, DC.


We are committed to building a community of experts with diverse backgrounds, disciplines, and perspectives who are passionate about our mission. IBTS is proud to be an Equal Opportunity and Affirmative Action Employer that is committed to hiring a diverse and talented workforce. S3 Residence, disability, and veterans encouraged to apply.


Explore the opportunities.


IBTS is currently recruiting for a Tier II Helpdesk Technician to join our growing and dynamic Technical Support team in Ashburn, VA. The selected candidate will join our team to provide Tier I and II support for all computer hardware, software and networking needs of local and remote users, including setting up and maintaining network accounts. 

Key Responsibilities:

  • Provides professional helpdesk/desktop support for local and remote users
  • Provide phone and remote access support
  • Provides basic hands on troubleshooting of computer desktops (software/hardware), resolving minor connectivity issues
  • Logs incident/trouble calls and e-mails into Helpdesk system
  • Sets up user accounts within established security systems
  • Create/maintain client access/permissions groups using Active Directory
  • Checks status of open tickets and reset passwords
  • Ensures all work is completely and satisfactory verified
  • Provides quality support for Microsoft SharePoint basic and admin level users
  • Performs troubleshooting of common system errors through solution sets
  • Provides assistance with setting up conference calls and training issues
  • Escalates tickets to Systems Engineering Team if required
  • Tracks current break/fix solutions for support systems
  • Participates in reviews with internal/external customers and implements corrective actions as required
  • Develops or assists with baseline release documentation
  • Assists in configuring new systems, prototypes or products to meet established requirements, functional requirements or performance specifications
  • Gathers information to support systems analyses


 Core Competencies:

  • Has a professional attitude
  • Helpdesk and Desktop Support experience
  • Ability to produce quality technical work
  • Demonstrates strong customer service skills and interpersonal skills
  • Understanding of tools and materials used in contracting environment
  • Ability to communicate effectively both in person, over the phone, and in writing
  • Good Technical Writing and specification writing skills
  • Works effectively as a member of a team
  • Ability to learn quickly and adapt to rapidly evolving technologies
  • Flexible hours



  • Microsoft Operating system support experience on Windows 7, 8.1, and 10, MS Office 2013 and 2016. Various other software troubleshooting skills
  • Desktop/laptop Hardware platform troubleshooting, Windows File and Print, Windows Desktop automation, MS Active Directory basics
  • Basic Network troubleshooting skills including WiFi


  • Functional knowledge of Virtual hosting technologies (VMWare, Hyper-V), MS SharePoint basics, CISCO VoIP phone technologies, MS Exchange basics



  • S. in Computer Information Systems preferred or three to five years related experience.
  • Microsoft Systems Certification is a plus.

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