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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Tier 2 Support - **Company:** MANTECH-1 L.L.C. - **Location:** Washington, DC, United States (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Access, Software Applications, Application Performance Management, System Configuration, Desktop Computing, Issue Tracking Systems, Networking Basics, CompTIA Strata - PC Hardware Technology Engineer, Peripherals, Laptops, 3-tier Architectures - **Published:** September 4, 2026 - **Apply:** https://www.careerjet.com/jobad/use0b7263aa96d437753fddd07a6d1f5cf ## About the Role * Experience providing Tier 2, desktop support, service desk, or end-user technical support in an enterprise environment. * Working knowledge of desktop and laptop hardware, software applications, operating systems, printers, peripherals, and basic network connectivity. * Experience using an incident-management or IT service-management ticketing system. * Ability to diagnose and resolve technical issues beyond Tier 1 support capabilities. * Demonstrated ability to prioritize and manage multiple incidents while meeting established SLAs and service thresholds. * Ability to maintain accurate ticket documentation and provide updates within two hours of completed activity. * Understanding of incident escalation procedures and the ability to determine when an issue requires Tier 3 support. * Strong analytical, troubleshooting, customer-service, and problem-solving skills. * Strong written and verbal communication skills. * Ability to work effectively with technical teams, government personnel, and users with varying levels of technical knowledge. Powered by JazzHR ## Description The Help Desk Tier 2 Support Specialist provides intermediate-level technical support to EEOC users by diagnosing and resolving hardware, software, operating system, peripheral, and connectivity issues that cannot be resolved through Tier 1 support. This position ensures that incidents and service requests are handled accurately, documented thoroughly, and resolved within established service-level agreements (SLAs). The Tier 2 Support Specialist will escalate complex or unresolved issues to Tier 3 support while maintaining ownership, communication, and complete ticket documentation throughout the support process., * Provide intermediate desktop and end-user support for incidents escalated by Tier 1 personnel. * Diagnose and resolve standard hardware, software, operating system, application, connectivity, and peripheral-related issues. * Install, configure, maintain, and troubleshoot desktops, laptops, printers, monitors, mobile devices, and other end-user equipment. * Troubleshoot user access, application performance, device configuration, and workstation-related problems. * Use remote-support tools and approved troubleshooting procedures to assist users located at EEOC offices or working remotely. * Document troubleshooting actions, findings, resolutions, and user communications in the designated service-management system. * Update service tickets within two hours of each activity performed. * Manage assigned incidents and service requests in accordance with established service thresholds, SLAs, priorities, and escalation procedures. * Escalate issues requiring advanced technical analysis or specialized system knowledge to Tier 3 support. * Provide users with timely status updates and communicate expected resolution or escalation timelines. * Perform follow-up activities to confirm that technical issues have been resolved successfully. * Identify recurring technical issues and contribute information that supports problem management and root-cause analysis. * Develop and maintain troubleshooting documentation, standard operating procedures, and knowledge-base articles. * Collaborate with Tier 1, Tier 3, system administrators, network personnel, and other technical teams to resolve user-impacting issues. * Maintain a professional and customer-focused approach when supporting EEOC personnel. * Protect agency information and follow all applicable EEOC security, privacy, and acceptable-use requirements., MANTECH seeks a motivated, career and customer-oriented Dedicated IT Support Technician to join our team in McLean, VA. In this role, you will deliver concierge-level IT support to… + 7 days ago, MANTECH seeks a motivated, career-oriented, and customer-focused Remote Support Technician to join our team in McLean, VA. In this role, you will work collaboratively in a 24/7 ope… + 13 days ago, MANTECH seeks a motivated, career-oriented, and customer-focused Remote Support Technician to join our team in McLean, VA. 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