Help desk specialist – entry

As a Tier 2 Support Technician, you will be the bridge between end-users and advanced IT systems. Your primary focus will be troubleshooting, diagnosing, and resolving technical escalations, ensuring minimal downtime for users across physical offices or remote environments.

Key Responsibilities

• Data & Profile Transfer: Utilize enterprise tools to assist users with backing up files, accessing file shares, application settings, and access software.
• Advanced Troubleshooting: Investigate and resolve escalated IT issues from Tier 1 that require detailed system and application knowledge.
• Hardware & Software Support: Build, configure, and deploy laptops and desktops; install/patch software applications; and troubleshoot peripheral devices (printers, scanners, VOIP phones).
• Network Connectivity: Diagnose intermediate network issues, including TCP/IP, DNS, DHCP, VPN configurations, and basic firewall rules.
• Ticket Management: Document all troubleshooting steps, interactions, and final resolutions in ticketing and Remote Monitoring and Management (RMM) systems (e.g., Zendesk, ServiceNow, ConnectWise).
• User Communication: Provide courteous, clear, and professional step-by-step assistance to non-technical users via phone, email, or chat.
• Escalation: Identify issues that require Tier 3/Systems Administrator intervention and properly document the troubleshooting performed prior to escalating.

Required Qualifications

• Secret clearance
• High school diploma or equivalent
• 1–3 years of prior IT support experience (usually gained in a Tier 1 or break/fix role)
• Industry-recognized credentials such as CompTIA A + Network+, Security+, or entry-level Microsoft 365 certifications
• Exceptional communication, critical thinking, and the ability to multitask in a fast-paced environment

Desired Qualifications

• Associate or bachelor’s degree in an IT-related field preferred