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# Tier II Help Desk

- **Company:** KeenLogic, LLC
- **Location:** Washington, DC, United States
- **Experience:** Starter
- **Salary:** $111,155.0 - $150,385.0
- **Contract:** Permanent contract
- **Skills:** Multitier Architecture, Active Directory, Data Analysis, Systems Engineering, CompTIA Security+, Issue Tracking Systems, Network Troubleshooting, Network Connections, Automated Information System (AIS), Office365
- **Published:** July 23, 2026
- **Apply:** https://www.careerjet.com/jobad/us511e1cf441184b03917ce70c9bae61fd

## About the Role

* Must be able to pass a Senate background check and must be eligible for Senate Office building access
 * 5+ years of IT support experience, including advanced desktop support and troubleshooting
 * Strong customer service and interpersonal communication skills with experience supporting executive or VIP users preferred
 * Experience troubleshooting Windows operating systems, Microsoft 365 applications, Active Directory, hardware, printers, mobile devices, and network connectivity
 * Experience working with ticketing systems and IT Service Management (ITSM) tools
 * CompTia Security+

## Description

Tier II Help Desk Agents provide advanced technical support for complex desktop, application, account, and connectivity issues that cannot be resolved at the Tier I level. They serve as a key escalation point while also working directly with Senate end users, requiring strong technical troubleshooting abilities, excellent communication skills, and a customer-focused approach in a high-visibility environment., * Serves as the primary escalation point for Tier I, providing advanced troubleshooting and resolution for complex software, hardware, and network issues

 * Performs in-depth analysis to diagnose and resolve incidents that require deeper technical knowledge or cross-system correlation
 * Uses automated information systems and ticketing tools to analyze issues, document findings, and track incident resolution through completion
 * Reviews, prioritizes, and manages escalated service requests to ensure timely resolution in accordance with service level agreements
 * Resolves issues within Tier II scope or coordinates with Tier III, systems engineering, or vendor support for further resolution
 * Provides technical guidance and mentorship to Tier I staff, including recommended troubleshooting approaches and best practices
 * Conducts technical research using vendor documentation, system logs, and internal knowledge bases to support problem resolution
 * Works with systems engineering and other technical teams to restore services, identify root causes, and prevent recurrence
 * Identifies recurring incidents or systemic issues and contributes to problem management and corrective action efforts
 * Assists with configuration, maintenance, and troubleshooting of end-user devices, applications, and connectivity within approved standards
 * Develops and updates knowledge base articles, troubleshooting guides, and documented procedures
 * Ensures compliance with security policies, configuration standards, and documentation requirements
 * Supports system upgrades, deployments, and special projects as assigned
 * Maintains situational awareness of outages, maintenance activities, and known issues and communicates effectively with users and stakeholders, The Help Desk Manager Level I is an entry-level management professional responsible for overseeing the daily operations of a help desk team. This role focuses on ensuring timely an…
 + 20 days ago
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