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# IT Help Desk - Tier 2

- **Company:** Ngen LLC
- **Location:** Lanham, MD, United States
- **Experience:** Experienced
- **Salary:** $54,080.0 - $72,800.0
- **Contract:** Permanent contract
- **Skills:** CompTIA Security+, Networking Basics, Server Administration, Software Deployment, Software Systems, Systems Architecture, Information Technology, Patch Management, 3-tier Architectures
- **Published:** June 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=21567a3483ba374a

## About the Role

Do you have a valid Driver's License license?, Do you have experience in System architecture?, Do you have a Associate's degree?, * Associate's degree and/or Bachelor's preferred, but not required

 * 2-4 years of experience in IT or desktop support
 * Strong technical knowledge of Windows environments, networking basics, and IT tools
 * Preferred (not required) Certifications: CompTIA Security Plus, Network+
 * Microsoft & ITIL Certifications are a plus
 * Maintain a valid driver's license, registration and insurance, and own a reliable vehicle

## Description

The Tier 2 Technician is responsible for resolving more complex technical issues that go beyond Tier 1 support, providing advanced troubleshooting for both hardware and software systems. This role requires strong critical thinking skills and a deeper understanding of system architecture, tools, and infrastructure. The technician provides on-site, remote support and is required to participate in on-call rotations to ensure timely and effective resolution of technical issues impacting end-users and business operations. This as a full time on-site position.

Duties & Responsibilities

 * Resolve escalated support issues involving hardware, software, and network challenges.

 * Perform software installations, updates, and basic server maintenance.

 * Collaborate with Tier 3 technicians or system administrators to support infrastructure improvements and project initiatives.

 * Coach or train Tier 1 technicians when necessary.

 * Perform system administration tasks, including overnight backups, system updates, & patch management.

 * Document support activities, solutions, and system changes in the service management platform


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