IT Operations Analyst II (Service Desk Lead) Washington, D.C. Job Description: The Service Desk Lead and IT Operations Analyst is responsible for day-to-day IT support operations and escalation management, ensuring a responsive, high-quality technology experience for employees. This role serves as the primary Level 2 escalation point, while also providing hands-on technical ownership of endpoint management, Microsoft 365, and identity/access processes. This is a doer-Leader role, balancing technical execution, operational ownership, and mentoring of team members without direct people management responsibilities.
Responsibilities: - Act as the primary escalation point for Level 1 service desk issues
- Troubleshoot and resolve complex hardware, software, and access issues
- Monitor ticket queues, prioritize work, and ensure SLAs are met
- Assist with reporting on ticket trends, SLA performance, and operational health indicators
- Identify recurring problems and drive root cause resolution
- Maintain and improve knowledge base and support documentation
- Provide day-to-day guidance, mentoring, and support to IT support staff
- Assist with onboarding, training, and quality control of service desk work
- Reinforce strong customer service standards across the IT team
- Own endpoint management (laptops, devices, lifecycle management)
- Coordinate endpoint patching, operating system updates, application updates, and compliance reporting
- Monitor device health and proactively remediate systems falling out of compliance
- Support and maintain Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
- Troubleshoot user environment issues to ensure productivity and uptime
- Manage user provisioning and deprovisioning
- Maintain access controls, permissions, and role-based access
- Partner with IT leadership to ensure security and compliance standards
- Coordinate and execute employee onboarding activities to ensure consistent Day 1 experience
- Provision and deploy laptops, peripherals, software, and access for new hires
- Manage employee transfers, equipment refreshes, and role changes
- Execute offboarding activities, including account deactivation, access removal, and equipment recovery
- Maintain accurate hardware and software asset inventories
- Manage asset assignment, warranty tracking, refresh planning, and retirement processes
- Partner closely with HR to improve lifecycle workflows
- Standardize and improve IT processes and workflows
- Develop clear documentation and operating procedures
- Support small IT infrastructure and workplace technology projects
Qualifications: - 3+ years of IT support or service desk experience
- Strong experience with:
- Microsoft 365 administration
- Endpoint/device management, including Intune
- Identity and access management
- Supporting Autodesk, Adobe Creative Cloud, Bluebeam, or other AEC-industry applications
- Experience acting as an escalation point (Level 2 or senior support)
- Prior experience mentoring or supporting junior staff
- Strong communication skills and customer-service mindset
- Preferred IT experience at an Architectural, Design, Engineering or Construction firm
About OTJ: OTJ is a premier architecture and design firm with offices in Washington, D.C., New York City, Miami, San Francisco, Boston, Dallas, and Chicago. For 35+ years we have experienced an unparalleled and uninterrupted growth trajectory fueled by the design of award-winning projects for leading organizations across North America. We pride ourselves on our diverse and inclusive team as we continue our dynamic growth. We are now poised to further expand our reach and believe your skills and experience will be an asset to the ongoing success of our team. We are confident that OTJ will offer you the opportunity to do your best, most creative work in a dynamic atmosphere that welcomes fresh ideas.
Application: Qualified candidates should send resume and relevant work samples to HR@otj.com. Email must include number of years of IT support desk experience and if a U.S. citizen. Because this position may support federal government projects that require U.S. citizenship as a bona fide occupational qualification, we are unable to move forward with candidates who do not meet this requirement. Equal Employment Opportunity Statement:
OTJ is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic information, veteran status, or any other protected characteristic under federal, state, or local law.
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