Help Desk Specialist
Job Location:
Rockville, MD - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Helpdesk Specialist Tier 2
Level/Tier:2/1
Position Overview:
The Helpdesk Specialist serves as a key escalation point from Tier 1 support ensuring timely resolution of complex issues related to desktop systems applications and enterprise tools.
Roles & Responsibilities:
- Provide Tier 2 support for escalated incidents and service requests via phone email web portal and in-person support.
- Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
- Support enterprise applications and internally developed systems.
- Administer email systems (e.g. Outlook Exchange O365).
- Manage user accounts directories and permissions (Active Directory).
- Diagnose and resolve printer peripheral and network connectivity issues.
- Install configure and maintain operating systems and desktop applications.
- Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
- Track and manage incidents using ticketing systems (e.g. ServiceNow Remedy Jira).
- Maintain accurate documentation and contribute to knowledge base articles and SOPs.
- Provide on-site and remote support including VIP support when required.
- Ensure compliance with organizational security policies and procedures.
Qualifications & Experience Required:
- Bachelors degree in IT Computer Science or related field OR equivalent experience.
- 35 years of experience in Help Desk / Service Desk support (Tier 2 preferred).
- Experience supporting Windows and macOS environments.
- Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
- Experience with ticketing systems such as ServiceNow or Remedy.
- Strong troubleshooting skills across hardware software and network issues.
- Familiarity with ITIL framework and service management processes.
- Certifications such as CompTIA A Network ITIL Foundation or Microsoft certifications.
- Experience with remote support tools and endpoint management solutions.
- Knowledge of networking concepts including VPN DNS and DHCP.
- Excellent communication and customer service skills.
Working Conditions/Physical Demands:
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Working Environment:
Office environment; may require working evenings and weekends. While performing the duties of this job the employee is occasionally required to stand; walk; sit; use hands to manipulate objects tools or controls; reach with hands and arms; climb stairs; balance; stoop kneel crouch or crawl; talk or hear. Work may involve long periods of standing. The employee may occasionally lift and/or move up to 25 pounds. The noise level in the environment is usually moderate.
Travel:
Travel is minimal and is primarily local during the business day although some out-of-area and overnight travel may be expected.
Position Type/Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday 8:30 a.m. to 5:30 p.m. with a one-hour lunch break. This position may require extra work hours occasionally.
General Information:
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties responsibilities and skills required.
The employee must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple competing tasks and demands and to seek supervisory assistance as appropriate.
Required Experience:
IC
