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# Help Desk Specialist - Entry

- **Company:** LTD Global
- **Location:** United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Software Applications, Application Services, Backup Devices, VoIP, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Virtual Private Networks (VPN), Network Troubleshooting, Network Connections, TCP/IP, SC Clearance, Information Technology, Laptops, 3-tier Architectures, Firewall Services Module, Zendesk, Servicenow
- **Published:** October 23, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9250151/help-desk-specialist-entry

## About the Role

* Secret clearance
 * High school diploma or equivalent
 * 1-3 years of prior IT support experience (usually gained in a Tier 1 or break/fix role)
 * Industry-recognized credentials such as CompTIA A + Network+, Security+, or entry-level Microsoft 365 certifications
 * Exceptional communication, critical thinking, and the ability to multitask in a fast-paced environment, * Associate or bachelor's degree in an IT-related field preferred

## Description

As a Tier 2 Support Technician, you will be the bridge between end-users and advanced IT systems. Your primary focus will be troubleshooting, diagnosing, and resolving technical escalations, ensuring minimal downtime for users across physical offices or remote environments., * Data & Profile Transfer: Utilize enterprise tools to assist users with backing up files, accessing file shares, application settings, and access software.

 * Advanced Troubleshooting: Investigate and resolve escalated IT issues from Tier 1 that require detailed system and application knowledge.
 * Hardware & Software Support: Build, configure, and deploy laptops and desktops; install/patch software applications; and troubleshoot peripheral devices (printers, scanners, VOIP phones).
 * Network Connectivity: Diagnose intermediate network issues, including TCP/IP, DNS, DHCP, VPN configurations, and basic firewall rules.
 * Ticket Management: Document all troubleshooting steps, interactions, and final resolutions in ticketing and Remote Monitoring and Management (RMM) systems (e.g., Zendesk, ServiceNow, ConnectWise).
 * User Communication: Provide courteous, clear, and professional step-by-step assistance to non-technical users via phone, email, or chat.
 * Escalation: Identify issues that require Tier 3/Systems Administrator intervention and properly document the troubleshooting performed prior to escalating.