Tier 2 Help Desk Specialist

Years of Experience: 3 years of experience

Education Requirements:Bachelor’s degree in IT, Computer Science, or related discipline

Program Description: The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs.

Position Description:  The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users.

Responsibilities:

• Incident Support
• Communicate effectively with end users and stakeholders regarding issue status and resolution progress.
• Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
• Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
• Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
• Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
• Endpoint Management
• Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans.
• Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles.
• Provides laptop/desktop/phone support and provisioning. Access Control
• Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
• Service Requests and Support
• Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
• Quality and Performance Develop, maintain, and update knowledge articles
• Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register
• Analyze recurring incidents to identify root causes and recommend process or technology improvements.
• Analyzes recurring issues to identify potential areas for improvement within systems or processes.
• Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.