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# Helpdesk Specialist- Tier 2

- **Company:** Strativia LLC
- **Location:** Washington, DC, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, System Configuration, Desktop Computing, Office365, Software Troubleshooting, 3-tier Architectures, Zendesk
- **Published:** September 2, 2026
- **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18162909?backUrl=%2Fcareer%2F18162909%2FHelpdesk-Specialist-Tier-2-D-C-Washington

## About the Role

* Previous Tier 2 desktop, end-user, or enterprise IT-support experience required.
 * Experience supporting Microsoft 365 environments.
 * Experience with hardware/software troubleshooting, mobile-device configuration, and application support.
 * Experience using Zendesk or a comparable ticketing/ITSM platform.
 * Familiarity with workstation imaging and enterprise IT support practices.
 * Strong customer-service, communication, and troubleshooting skills.
 * CompTIA A+ preferred.
 * Security+ preferred.
 * ITIL Foundation preferred.
 * Ability to successfully complete and maintain a Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated. If you are interested in the opportunity above please contact us and join a dynamic, fun and, fast growing organization.

## Description

The Tier 2 Support Specialist provides desktop, end-user, and application support within a federal enterprise environment. This position resolves escalated technical issues from Tier 1, performs onsite support when necessary, manages service tickets, and supports Microsoft 365, mobile devices, applications, hardware, and software., * Provide Tier 2 desktop and end-user technical support.

 * Resolve incidents escalated from Tier 1.
 * Perform onsite dispatch and technical support when required.
 * Create, update, and maintain service tickets in Zendesk.
 * Troubleshoot Microsoft 365 applications and services.
 * Configure and support mobile devices.
 * Install and remove software and applications.
 * Troubleshoot workstation hardware, software, and connectivity issues.
 * Support desktop imaging and configuration in accordance with applicable Government requirements.
 * Maintain accurate ticket documentation and status updates.
 * Meet established service-level and response-time requirements.
 * Escalate complex technical issues to Tier 3 or other appropriate technical resources.
 * Support first-contact and timely incident resolution goals.