Tier 2 Help Desk Specialist

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