Tier 1 & 2 On-Site Service Desk Technician
Job Description
Date posted: August 21, 2026
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Pay: $60,000.00 - $70,000.00 per year
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Job description: IT Help Desk Technician — Tier 1 / Tier 2
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Queen Consulting and Technologies (QCT)
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Location: Hybrid — 3 days on-site in Sterling, VA · 2 days on-site in Front Royal, VA · telework approved case by case
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Employment Type: Full-Time · Contingent upon contract award
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Pay: $60,000 - $70,000/year, plus benefits (health insurance, 401(k), PTO)
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Reports To: QCT Service Desk Manager
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Please note: This position is contingent upon Queen Consulting and Technologies finalizing a services agreement covering this scope of on-site support. We are opening the search now to build a qualified candidate pool ahead of that decision. Interviews may proceed in the meantime, but any offer of employment and start date will depend on contract execution. We will keep candidates informed of timing throughout the process.
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About Queen Consulting and Technologies
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Queen Consulting and Technologies (QCT) is a Managed Service Provider delivering proactive IT support, cybersecurity, and compliance solutions to businesses, nonprofits, and educational institutions. We take a hands-on, relationship-driven approach to IT — our technicians work directly with client teams, not just tickets. We invest in our people through mentorship, certification support, and clear career pathways.
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About the Role
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QCT is hiring a full-time IT Help Desk Technician (Tier 1 / Tier 2) to serve as the dedicated, on-site technology point of contact for one of our valued clients — a higher-education institution in Sterling, VA. You'll be embedded on-site with the client's staff and faculty three days per week in Sterling, VA, work two days per week from QCT's Front Royal, VA office alongside the wider service desk team, and have access to telework on a case-by-case basis. You'll be a full-time QCT employee (W-2), backed by our full service delivery team for escalation, tools, mentorship, and career growth.
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This is a great fit for someone who enjoys the variety of higher-ed IT work — everyday help desk support one moment, running audio/visual for a campus event or managing door-access systems the next — and who takes pride in being the friendly, dependable technology presence people can count on.
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What You'll Do
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On-Site Client Support (Sterling, VA — 3 days/week)
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· Serve as the primary on-site IT contact for the client, delivering Tier 1 and Tier 2 in-person support to staff, faculty, and students for hardware, software, network, and account issues.
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· Provide friendly, professional, white-glove customer service to end users at all levels — from front-line staff to executive leadership and faculty.
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· Install, configure, and maintain desktops, laptops, printers, USB peripherals, and mobile devices (iOS and Android).
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· Set up and operate audio/visual equipment for live campus events and functions — microphones, sound boards, lighting, and video recording.
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· Administer building access and security systems (door access platforms), managing badges, permissions, and related service requests.
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· Track and manage on-site IT inventory, hardware, and software licensing.
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· Provide occasional after-hours or weekend support for scheduled events or urgent incidents.
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Service Desk & Escalation (Front Royal, VA — 2 days/week)
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· Respond to tickets, phone calls, and remote support requests, meeting or exceeding SLA targets for response and resolution.
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· Administer Google Workspace (Gmail, Drive, Calendar, Groups, admin console, user lifecycle, security settings) for the client.
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· Administer Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams, Entra ID / Azure AD, Intune) for the client.
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· Support core networking components — DNS, DHCP, VLANs, Wi-Fi, and basic firewall troubleshooting — escalating deeper issues to senior engineers.
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· Perform endpoint management tasks: imaging, deployment, patching, MDM enrollment, and asset tracking.
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· Assist with onboarding and offboarding — account provisioning, device setup, permissions, and secure decommissioning.
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· Escalate complex issues to Tier 3 engineers or the Service Desk Manager with clear, well-documented handoffs.
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· Contribute to and maintain the internal knowledge base, technician runbooks, and client-specific standard operating procedures.
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· Collaborate with the client's IT leadership and QCT's service delivery team on ongoing projects, upgrades, and installations.
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What We're Looking For
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Required
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· 3-4 years of experience in an enterprise help desk or IT support environment, including hands-on Tier 1 and Tier 2 responsibilities.
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· Excellent customer service skills — patient, professional, empathetic, and communicative with non-technical users, and confident working independently on-site.
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· Demonstrated experience administering both Google Workspace and Microsoft 365.
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· Strong knowledge of Windows 10/11 and macOS troubleshooting across hardware and software.
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· Working knowledge of Active Directory / Entra ID, group policy, user account management, and endpoint management (Intune or similar MDM).
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· Experience supporting mobile devices (iOS and Android).
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· Basic networking fluency: DNS, DHCP, VLANs, Wi-Fi, and firewall concepts.
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· Experience with ticketing systems (e.g., Freshservice, Jira, ConnectWise, or similar) and clear, thorough documentation habits.
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· Basic audio/visual equipment experience — comfort setting up microphones, sound boards, lighting, and video recording for live events.
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· Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
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· Ability to pass a background check.
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· Reliable transportation and willingness to work 3 days on-site in Sterling, VA and 2 days on-site in Front Royal, VA, with telework approved case by case.
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Preferred
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· MSP or multi-client support experience.
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· Prior experience in higher-education, K-12, or other campus IT environments.
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· CompTIA A+, Network+, Security+, Microsoft, Google IT Support, or HDI Desktop Support Technician certifications.
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· Familiarity with door access / physical security platforms.
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· Familiarity with backup/DR, endpoint protection platforms (SentinelOne, CrowdStrike, etc.), and RMM tools.
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· Exposure to compliance frameworks (NIST, CMMC, HIPAA, FERPA).
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· Scripting or automation experience (PowerShell, Python).
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Why QCT
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· $70,000 starting salary with room to grow as you take on more responsibility.
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· Comprehensive benefits — health insurance, 401(k), and paid time off.
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· Hybrid schedule — meaningful on-site time with our client in Sterling, collaborative days at our Front Royal office, and telework flexibility as approved.
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· Direct mentorship from an experienced Service Desk Manager and clear pathways to Tier 2/3 and specialty roles.
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· Ongoing training and certification support.
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· A supportive, close-knit team — you're never on an island, even when you're on-site.
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· Clear, honest communication about hiring timeline while the contract is finalized.
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How to Apply
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Submit your resume through Indeed. Qualified candidates will be contacted for a phone screen followed by an interview with Charles Thilking, Service Desk Manager, and the broader QCT hiring team.
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Reminder: offer of employment and start date are contingent upon contract execution.
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Queen Consulting and Technologies is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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Benefits:
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- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
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Application Question(s):
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- As a final step in our application process, you are required to complete the free personality assessment at 16personalities.com and include your result (e.g., "INFJ-A – Advocate") with your submission. Your application will be rejected if you do not include your personality assessment result.
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- IT Support: 3 years (Required)
- Google Workspace: 2 years (Required)
- Microsoft 365: 2 years (Required)
- Microsoft Entra ID: 2 years (Required)
- Sterling, VA 20165 (Required)
- Sterling, VA 20165: Relocate before starting work (Required)
- Work Location: Hybrid remote in Sterling, VA 20165
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We use this not to screen candidates in or out, but to better understand how you prefer to work and communicate — it's a conversation starter we use with all new team members and existing staff alike. There are no right or wrong results for this role.
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Experience:
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Ability to Commute:
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Ability to Relocate:
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