> Markdown version of [/jobs/ext/1254124-helpdesk-specialist](https://www.wearedevelopers.com/jobs/ext/1254124-helpdesk-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Specialist - **Company:** Cable Television Installation & Service, Inc. - **Location:** Washington, DC, United States - **Experience:** Expert - **Salary:** $65,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Software Applications, JIRA, Microsoft Outlook, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Web Portals, Virtual Private Networks (VPN), Network Troubleshooting, Microsoft Office, Azure Active Directory, Remote Service Software, Enterprise Software Applications, Connectivity Problems, Office365, 3-tier Architectures, Servicenow, User Accounts - **Published:** July 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=13ed470a3b2dd9f5 ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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