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HelpDesk Specialist

Business Management Associates, Inc. -
Bowie, MD

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Job Details

Part-time

Qualifications

Desktop computer repair
Knowledge management
Linux support
Incident report management
Incident management software
Microsoft Exchange
Windows
Incident Escalation
Bachelor's degree
Email configuration (technical support)
Cloud service support
Productivity software support
Desktop (troubleshooting support)
Incident management operations support
Customer support ticket management
Resolving technical support tickets
Desktop applications
Customer service knowledge base
Online help documentation
Desktop administration
Technical writing within technology
Escalation handling
IT department experience

Full Job Description

Senior Help DeskIT Support Specialist (Tier II / Tier III)

Job Summary

The Senior Help DeskIT Support Specialist provides advanced Tier II and Tier III technical support for enterprise desktop, server, and messaging environments. This role serves as an escalation point for complex incidents, supports Active Directory and Microsoft 365 platforms, and ensures timely resolution of end-user issues in regulated and large-scale organizational settings. With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity.

Key Responsibilities

Provide Tier II and Tier III technical support for end users across enterprise environments
Serve as escalation lead for complex incidents and unresolved help desk tickets
Troubleshoot and resolve hardware, software, OS, and connectivity issues
Support Windows desktops, laptops, mobile devices, and server environments
Administer Active Directory user accounts, groups, permissions, and access controls
Support and maintain Microsoft 365 and Exchange environments
Manage incident, request, and escalation workflows in accordance with SLAs
Provide remote and on-site technical support as required
Create and maintain technical documentation, knowledge base articles, and procedures
Train and mentor junior help desk and IT support staff
Assist with help desk operations and workflow management
Support printers, peripherals, applications, and network connectivity

Required SkillsTechnologies

Tier II / Tier III Help DeskIT Support
Windows DesktopWindows Server support
Active Directory administration
Microsoft 365Exchange
IncidentEscalation Management
HardwareSoftware Troubleshooting
Remote Support Tools
DocumentationKnowledge Management

Education

Bachelor's Degree – Information Systems Management
Master's Degree – English LiteratureForeign Languages

Certifications

Microsoft Certified Professional (MCP)
Microsoft Certified Systems Administrator (MCSA)
Microsoft Certified Systems Engineer (MCSE)
VMware Certified Professional (VCP 5.5)
IBM Tivoli Storage Manager – Advanced Administration
Red Hat Linux Administration

Experience Level

20+ years of experience providing enterprise-level IT support in large and regulated environments.

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