Helpdesk Specialist – Tier 2
Level/Tier: 2/1
Employment Type: This position is contingent upon contract award and funding. The anticipated start date will be confirmed following award.
Position Overview:
The Helpdesk Specialist serves as a key escalation point from Tier 1 support, ensuring timely resolution of complex issues related to desktop systems, applications, and enterprise tools.
Roles & Responsibilities:
- Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support.
- Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
- Support enterprise applications and internally developed systems.
- Administer email systems (e.g., Outlook, Exchange, O365).
- Manage user accounts, directories, and permissions (Active Directory).
- Diagnose and resolve printer, peripheral, and network connectivity issues.
- Install, configure, and maintain operating systems and desktop applications.
- Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
- Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
- Maintain accurate documentation and contribute to knowledge base articles and SOPs.
- Provide on-site and remote support, including VIP support when required.
- Ensure compliance with organizational security policies and procedures.
Qualifications & Experience Required:
- Bachelor’s degree in IT, Computer Science, or related field OR equivalent experience.
- 3–5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
- Experience supporting Windows and macOS environments.
- Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
- Experience with ticketing systems such as ServiceNow or Remedy.
- Strong troubleshooting skills across hardware, software, and network issues.
- Familiarity with ITIL framework and service management processes.
- Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications.
- Experience with remote support tools and endpoint management solutions.
- Knowledge of networking concepts including VPN, DNS, and DHCP.
- Excellent communication and customer service skills.
Working Conditions/Physical Demands:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.