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# Help Desk Tier 2 Lead

- **Company:** Human Touch, LLC
- **Location:** Silver Spring, MD, United States
- **Experience:** Expert
- **Salary:** $63,000.0 - $70,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software Applications, Computer Networks, Microsoft Office, Storage Devices, Information Technology, Servicenow
- **Published:** October 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=901ee6af51e4aa7d

## About the Role

* Excellent customer service skills
 * Be detail oriented and possess excellent organizational skills
 * Excellent writing and communication skills
 * Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
 * Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, secure USB storage devices, and local and/or network printers
 * Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities

Education, Certification, and other Requirements:

 * Four years of combined Tier 1 Help Desk and Tier 2 Deskside Support work experience; OR two years of Tier 2 Deskside Support experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field
 * Must be able to obtain Public Trust clearance
 * Valid US Driver's License
 * Authorized to work in the United States

Preferred, but not required:

 * ITIL Foundations Certification
 * Service Now experience/certification
 * CompTIA A+ certification

## Description

* Ensures feedback on technician quality assurance, problem resolution and customer satisfaction.
 * Instructs, directs, and oversees the work of other personnel including scheduling and adjusting changing customer requirements.
 * Provides solutions for all desktop and laptop systems, including hardware, software, and tools.
 * Develops or modifies operating procedures and manuals to solve complex problems.