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Tier 2 Help Desk Specialist

Tier 2 Help Desk Specialist

Systems Engineering Solutions CorporationAlexandria, VA, US
8 days ago
Job type
  • Full-time
  • Quick Apply
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
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    Help Desk Specialist • Alexandria, VA, US