Overview:
We are seeking a Helpdesk Specialist (Tier 2 Support) to provide advanced technical support and troubleshooting services to end users across a diverse IT environment. This role serves as a key escalation point from Tier 1 support, ensuring timely resolution of complex issues related to desktop systems, applications, and enterprise tools.
The ideal candidate will have hands-on experience supporting PC and Mac systems, strong customer service skills, and the ability to diagnose and resolve technical issues in a fast-paced environment.
Responsibilities:
- Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support.
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Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
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Support enterprise applications and internally developed systems.
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Administer email systems (e.g., Outlook, Exchange, O365).
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Manage user accounts, directories, and permissions (Active Directory).
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Diagnose and resolve printer, peripheral, and network connectivity issues.
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Install, configure, and maintain operating systems and desktop applications.
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Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
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Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
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Maintain accurate documentation and contribute to knowledge base articles and SOPs.
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Provide on-site and remote support, including VIP support when required.
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Ensure compliance with organizational security policies and procedures.
Qualifications:
- 5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
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Experience supporting Windows and macOS environments.
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Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
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Experience with ticketing systems such as ServiceNow or Remedy.
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Strong troubleshooting skills across hardware, software, and network issues.
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Excellent communication and customer service skills.
Preferred Qualifications
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Experience in a federal or regulated environment (e.g., NIH, CMS).
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Familiarity with ITIL framework and service management processes.
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Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications (MCDST, MCITP).
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Experience with Apple Device Support, remote support tools and endpoint management solutions.
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Knowledge of networking concepts including VPN, DNS, and DHCP.
Work Environment
Hybrid or on-site support environment based on contract requirements. May require occasional after-hours support or on-call rotation.
The salary range for this position is between $65,000 and $70,000 depending on experience and qualifications.
