> Markdown version of [/jobs/ext/561114-help-desk-specialist-tier-i-ii](https://www.wearedevelopers.com/jobs/ext/561114-help-desk-specialist-tier-i-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Specialist (Tier I/II) - **Company:** Agile Business Concepts LLC - **Location:** Reston, VA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Microsoft Windows, Active Directory, JIRA, Cloud Computing, Configuration Management, Linux, Monitoring of Systems, Issue Tracking Systems, Enterprise Messaging Systems, Unstructured Data, Data Processing, Enterprise Software Applications, System Availability, Servicenow - **Published:** June 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9b034e23124b0f34 ## About the Role Do you have experience in Ticketing system technical support?, Do you have a High school diploma or GED?, This position requires a proactive professional with strong diagnostic skills, experience supporting enterprise applications, and the ability to work effectively in a structured, SOP-driven environment while supporting users and operational requirements., * High School Diploma or GED required; Associate's or Bachelor's degree preferred. * Minimum 2-5 years of Help Desk, Service Desk, Operations Support, Technical Support, or IT Support experience. * Experience providing Tier I and Tier II technical support in a production or operational environment. * Strong troubleshooting and diagnostic skills across applications, systems, and user support issues. * Experience utilizing ticketing systems such as ServiceNow, Remedy, Jira Service Management, or similar platforms. * Experience monitoring systems, responding to incidents, and supporting operational environments. * Ability to work effectively in a structured, process-driven environment. * Strong written and verbal communication skills. * Ability to prioritize multiple tasks and work independently with minimal supervision., * Experience supporting enterprise messaging systems, data processing environments, or mission-critical applications. * Familiarity with Windows Server, Linux, Active Directory, Microsoft 365, Exchange, or cloud-based environments. * Knowledge of system administration, application sustainment, and operational support processes. * Experience supporting high-volume structured and unstructured data environments. * CompTIA A+, Security+, Network+, ITIL, or related certifications preferred. * Active Top Secret SCI with higher Poly. ## Description * Provide Tier I and Tier II technical support for enterprise applications, messaging systems, and operational platforms. * Respond to service desk tickets, user requests, incidents, and system alerts in accordance with established Service Level Agreements (SLAs). * Troubleshoot application, system, and user issues and perform root cause analysis to identify and resolve technical problems. * Monitor system performance, message flow, system availability, failures, and operational health using enterprise monitoring tools. * Support mission-critical operations by ensuring system uptime, reliability, and timely incident resolution. * Escalate complex issues to engineering, development, or system administration teams as required. * Maintain accurate documentation of incidents, resolutions, procedures, and system updates. * Support application sustainment activities, software updates, configuration management, and operational maintenance efforts. * Analyze structured and unstructured data to identify trends, anomalies, and operational issues. * Participate in shift turnover activities and maintain situational awareness of ongoing operational events. * Follow established Standard Operating Procedures (SOPs), security requirements, and compliance guidelines. * Provide professional customer service and technical assistance to end users in a fast-paced operational environment. * TS SCI with Favorable VA Customer Poly is required. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)