Helpdesk Specialist

We are seeking a Helpdesk Specialist (Tier 2 Support) to provide advanced technical support and troubleshooting services to end users across a diverse IT environment. This role serves as a key escalation point from Tier 1 support, ensuring timely resolution of complex issues related to desktop systems, applications, and enterprise tools. The ideal candidate will have hands-on experience supporting PC and Mac systems, strong customer service skills, and the ability to diagnose and resolve technical issues in a fast-paced environment. Responsibilities:

• Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support.
• Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
• Support enterprise applications and internally developed systems.
• Administer email systems (e.g., Outlook, Exchange, O365).
• Manage user accounts, directories, and permissions (Active Directory).
• Diagnose and resolve printer, peripheral, and network connectivity issues.
• Install, configure, and maintain operating systems and desktop applications.
• Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
• Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
• Maintain accurate documentation and contribute to knowledge base articles and SOPs.
• Provide on-site and remote support, including VIP support when required.
• Ensure compliance with organizational security policies and procedures.

• 5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
• Experience supporting Windows and macOS environments.
• Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
• Experience with ticketing systems such as ServiceNow or Remedy.
• Strong troubleshooting skills across hardware, software, and network issues.
• Excellent communication and customer service skills.

Preferred Qualifications

• Experience in a federal or regulated environment (e.g., NIH, CMS).
• Familiarity with ITIL framework and service management processes.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications (MCDST, MCITP).
• Experience with Apple Device Support, remote support tools and endpoint management solutions.
• Knowledge of networking concepts including VPN, DNS, and DHCP.

Work Environment Hybrid or on-site support environment based on contract requirements. May require occasional after-hours support or on-call rotation. The salary range for this position is between $65,000 and $70,000 depending on experience and qualifications.