Help Desk Specialist (Tier 2)

Kaizen Approach, Inc.; Linthicum (MD); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

4 weeks PTO

11 holidays

401k with profit sharing

Paid training

Premium healthcare

Job summary

Kaizen Approach is seeking a Help Desk Specialist (Tier 2) to diagnose and resolve escalated user access, hardware, software, application, and network issues in a secure environment, support learning platforms like ELM, Blackboard, VUport, and Questionmark, and document steps.

You will work with Tier 3 teams, mentor Tier 1, maintain SOPs, and ensure professional customer service supporting critical mission objectives; requires three years of Tier 2 IT support and an active TS/SCI with Full Scope

Qualifications

• Must diagnose, troubleshoot, and resolve escalated issues across access, hardware, software, applications, and network.
• Must independently research issues and elevate complex problems to Tier 3 when needed.
• Must provide technical support for learning platforms (ELM, Blackboard, VUport, Questionmark).
• Must be proficient in Windows operating systems in an enterprise environment.
• Must document issues, steps, actions, and resolutions accurately.
• Must develop, maintain, and update technical documentation and SOPs.
• Three (3) years' experience in Tier 2/Help Desk or enterprise IT support on similar contracts.
• High school diploma or GED; technical degree preferred.
• Active TS/SCI clearance with Full Scope Polygraph required.

Responsibilities

• Diagnose and resolve escalated user access, hardware, software, application, and network issues.
• Provide technical support for learning platforms (ELM, Blackboard, VUport, Questionmark).
• Document troubleshooting steps, actions taken, and resolutions.
• Collaborate with Tier 3 teams to resolve complex issues.
• Serve as a technical resource to Tier 1 personnel and deliver professional customer service.

Skills

Analytical

Problem solving

Customer service

Written and verbal communication

Independent research

Education

High school diploma or GED

Bachelor’s degree preferred

Tools

Windows OS

ELM

Blackboard

VUport

Questionmark

SOP documentation tools

Job description

Kaizen Approach is currently seeking an Help Desk Specialist (Tier 2) to provide technical support and problem resolution for users in a secure, mission-focused environment. In this role, you will diagnose and resolve escalated user access, hardware, software, application, and network issues that require additional troubleshooting beyond Tier 1 support. You will provide technical support for critical learning and training platforms, maintain technical documentation and standard operating procedures, and collaborate with Tier 3 teams to resolve more complex issues. You will also serve as a technical resource to Tier 1 support personnel while delivering responsive, professional customer service in support of critical mission objectives.

Requirements

• Must have the ability to diagnose, troubleshoot, and resolve escalated user access, hardware, software, application, and network-related issues.
• Must possess the ability to independently research technical issues, identify appropriate solutions, and elevate complex problems to Tier 3 teams when necessary.
• Must have the ability to provide technical support for learning and training platforms, including ELM, Blackboard, VUport, and Questionmark.
• Must be proficient in supporting Windows operating systems and troubleshooting end-user technical issues in an enterprise environment.
• Must have the ability to accurately document technical issues, troubleshooting steps, actions taken, and resolutions.
• Must be capable of developing, maintaining, and updating technical documentation, Standard Operating Procedures (SOPs), knowledge resources, and training materials.
• Must possess strong analytical, problem‑solving, customer service, and written and verbal communication skills, with the ability to serve as a technical resource to Tier 1 support personnel.
• Must have three (3) years of experience providing Tier 2, Help Desk, IT Services, or enterprise‑level technical support on programs and contracts of similar scope, type, and complexity.
• Must have a high school diploma or GED. A bachelor’s degree in a technical discipline from an accredited college or university is preferred.
• Active TS/SCI clearance with Full Scope Polygraph is required.

Salary Range

A variety of factors can impact the final salary offered, including, but not limited to, geographic location, Federal Government contract labor categories and wage rates, relevant work experience, specialized skills and competencies, education, and certifications.

About Kaizen Approach

At Kaizen Approach, we truly care about our team, offering flexibility for a balanced life, competitive compensation, and a robust benefits package that supports you and your family. We prioritize well‑being with premium healthcare, financial and family support, retirement planning, and ongoing learning. With 4 weeks of PTO, 11 holidays, gifted 401k, profit sharing, and paid training, we are committed to your growth and happiness — both at work and beyond.

Kaizen Approach is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color,