Help Desk Technician II – Tier 1/2 Support (Evening)

Columbia Technology Partners, Inc; Annapolis (MD); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401k plan

Career growth opportunities

Life and AD&D Insurance

Disability benefits (Short-Term & Long

Job summary

Columbia Technology Partners, Inc. seeks a Customer Support Specialist 2 to join a fast-paced, mission-focused team providing Tier 1 and Tier 2 support.

The role emphasizes strong communication, a customer-first mindset, and efficient problem-solving to resolve issues impacting daily operations. The position requires 3–7 years in a Help Desk or IT Support environment, active CompTIA Security+ CE, and willingness to work the 1500–2300 shift, Tue–Sat, with potential weekend/holiday coverage.

Qualifications

• 3-7 years of experience in a Help Desk, Service Desk, Customer Support, or IT Support environment.
• Active CompTIA Security+ CE Certification.
• Strong customer service, communication, and problem-solving skills.

Responsibilities

• Serve as the first point of contact for customer support requests, delivering Tier 1 and Tier 2 escalation support via phone, email, and chat.
• Troubleshoot and resolve a wide range of user, system, and application issues while maintaining high customer service levels.
• Record, categorize, prioritize, and track incidents and service requests through to completion.
• Provide timely updates to customers regarding tickets, outages, and service improvements.
• Use SOPs and knowledge resources to diagnose and resolve technical issues efficiently.
• Support ongoing IT operations across workstation, server, storage, and network environments.
• Collaborate with team members, stakeholders, and management to ensure effective escalation and resolution.
• Contribute to process improvement initiatives and Help Desk optimization efforts.

Skills

Customer service

CompTIA Security+ CE

Problem solving

Job description

Columbia Technology Partners, Inc. seeks a Customer Support Specialist 2 to join a fast-paced, mission-focused team providing Tier 1 and Tier 2 support.

The role emphasizes strong communication, a customer-first mindset, and efficient problem-solving to resolve issues impacting daily operations. The position requires 3–7 years in a Help Desk or IT Support environment, active CompTIA Security+ CE, and willingness to work the 1500–2300 shift, Tue–Sat, with potential weekend/holiday coverage.