Tier II Service Desk Specialist (Part-Time)

• Provide first-level and second-level onsite and remote support for desktops, laptops, printers, and other peripherals.
• Diagnose and resolve hardware and software issues in a timely manner.
• Install, configure, and maintain operating systems, applications, and security tools.
• Assist with onboarding and offboarding of employees, including device setup and account provisioning.
• Maintain accurate documentation of support requests, resolutions, and asset inventory using an ITSM ticketing system
• Collaborate with IT team members to escalate complex issues and implement solutions.
• Ensure compliance with organizational IT policies and security standards.
• Support remote users and troubleshoot connectivity issues via VPN or remote tools.

• Associate degree in IT, Computer Science, or related field, Trade School, Certificate Programs (or equivalent experience).
• 6 months to 1 year of desktop support or IT helpdesk experience.
• Proficiency in Windows and macOS environments.
• Knowledge of Active Directory, Office 365, and basic networking concepts.
• Familiarity with imaging tools and remote support software.
• Familiarity with ticketing systems such as ServiceNow and Remedy.
• Strong communication, customer service, and problem-solving abilities.
• Must adhere to federal government IT security standards.
• Work Environment: Onsite or hybrid; may require occasional travel to regional offices.
• Ability to lift and move computer equipment (up to 50 lbs.).
• Security Clearance eligibility to obtain and maintain a Public Trust clearance. Candidates must be a US Citizen or a Legal Permanent Resident (Green Card status) for a minimum of 3 years to obtain.

• CompTIA A+
• Microsoft Certified Modern Desktop Administrator Associate
• ITIL Foundation

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.