Help Desk Specialist – Entry

As a Tier 2 Support Technician, you will be the bridge between end-users and advanced IT systems. Your primary focus will be troubleshooting, diagnosing, and resolving technical escalations, ensuring minimal downtime for users across physical offices or remote environments.

Key Responsibilities

Utilize enterprise tools to assist users with backing up files, accessing file shares, application settings, and access software. Advanced Troubleshooting: Investigate and resolve escalated IT issues from Tier 1 that require detailed system and application knowledge. Hardware & Software Support: Build, configure, and deploy laptops and desktops; install/patch software applications; and troubleshoot peripheral devices (printers, scanners, VOIP phones).

Network Connectivity: Diagnose intermediate network issues, including TCP/IP, DNS, DHCP, VPN configurations, and basic firewall rules. Ticket Management: Document all troubleshooting steps, interactions, and final resolutions in ticketing and Remote Monitoring and Management (RMM) systems (e.g., Zendesk, Service. Now, Connect.

Wise). User Communication: Provide courteous, clear, and professional step-by-step assistance to non-technical users via phone, email, or chat. Escalation: Identify issues that require Tier 3/Systems Administrator intervention and properly document the troubleshooting performed prior to escalating. Required Qualifications Secret clearance High school diploma or equivalent 1–3 years of prior IT support experience (usually gained in a Tier 1 or break/fix role) Industry-recognized credentials such as CompTIA A + Network+, Security+, or entry-level Microsoft 365 certifications Exceptional communication, critical thinking, and the ability to multitask in a fast-paced environment Desired Qualifications Associate or bachelor’s degree in an IT-related field preferred