Tier 2 Help Desk Specialist

Job description

Years of Experience: 3 years of experience


Education Requirements: Bachelor’s degree in IT, Computer Science, or related discipline


Program Description: The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering.

Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.


Position Description: The Tier 2 Help Desk Specialist provides advanced technical assistance and problem resolution for escalated issues that cannot be resolved by Tier 1 support.

This role requires strong technical expertise, analytical ability, and effective communication skills to troubleshoot complex hardware, software, and network issues.

The Tier 2 Specialist collaborates closely with Tier 1 technicians, Tier 3 engineers, and system administrators to ensure prompt, efficient, and high-quality support to end users.


Responsibilities:

+ · Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.



+ · Analyzes recurring issues to identify potential areas for improvement within systems or processes.



+ · Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams.

Provides laptop/desktop/phone support and provisioning.



+ · Develop, maintain, and update knowledge articles in support of shift left troubleshooting at Tier 1.

+ · Provide second-level technical support for escalated incidents and service requests from Tier 1 Help Desk.

+ · Diagnose and resolve complex hardware, software, and network problems through in-depth analysis and troubleshooting.

+ · Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.

+ · Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.

+ · Support installation, configuration, and maintenance of operating systems, applications, and end-user devices.

+ · Administer user accounts, permissions, and group policies in Active Directory, Exchange, and related systems.

+ · Analyze recurring incidents to identify root causes and recommend process or technology improvements.

+ · Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.

+ · Communicate effectively with end users and stakeholders regarding issue status and resolution progress.

Requirements

Required Skills:

+ · Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree

+ · 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities

+ · Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira).

+ · Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications.

+ · Ability to obtain public trust security clearance


Preferred Skills

+ CompTIA A+*, HDI Desktop Support Technician*, ITIL v4 Foundations* are preferred
Soft Skills:

+ Organizational Skills: Can plan and prioritize work.

Follows tasks to their logical conclusion and makes sure that everything has been done to the right standard.

Good attention to detail.


+ Team Work: Able to enthuse and maintain project interest.

Comfortable working both individually and as part of a team.

Prepared to challenge ideas within a group in a constructive way.




+ Communications: Ability to communicate clearly and efficiently to team members and clients, verbally and in writing.

Able to present ideas in a variety of ways depending upon audience and context.

Excellent active listening skills.


+ Quantitative Management: Ability to determine process measures and track to determine process effectiveness and efficiency.




+ Problem Solving:.

Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions.




+ Results oriented: Able to drive things forward regardless of personal interest in the task.

Benefits

SES provides a competitive salary and the following benefits:


+ Medical

+ Dental

+ Vision

+ AD&D

+ STD

+ LTD

+ Company paid Life Insurance

+ 401k with employer contribution

+ Paid Time Off

+ Pet Insurance

Required Skill Profession

Other General