Helpdesk Specialist- Tier 2

Strativia; Washington (District of Columbia); On-site; USD 70,000 - 100,000; Full time

Job summary

Strativia is seeking a Tier 2 Support Specialist to provide desktop and end-user support in a federal enterprise environment in Washington, DC. You will handle escalated issues, perform onsite dispatch when needed, manage Zendesk tickets, and support Microsoft 365, mobile devices, and hardware/software.

You will work to resolve incidents, maintain ticketing accuracy, and meet SLAs, with a path to escalate complex issues to Tier 3. Public Trust clearance is required for this role.

Qualifications

• Previous Tier 2 desktop, end-user, or enterprise IT-support experience required.
• Experience supporting Microsoft 365 environments.
• Experience with hardware/software troubleshooting, mobile-device configuration, and application support.
• Experience using Zendesk or a comparable ticketing/ITSM platform.
• Familiarity with workstation imaging and enterprise IT support practices.
• Strong customer-service, communication, and troubleshooting skills.
• CompTIA A+ preferred.
• Security+ preferred.
• ITIL Foundation preferred.
• Ability to successfully complete and maintain a Public Trust background investigation.

Responsibilities

• Provide Tier 2 desktop and end-user technical support.
• Resolve incidents escalated from Tier 1.
• Perform onsite dispatch and technical support when required.
• Create, update, and maintain service tickets in Zendesk.
• Troubleshoot Microsoft 365 applications and services.
• Configure and support mobile devices.
• Install and remove software and applications.
• Troubleshoot workstation hardware, software, and connectivity issues.
• Support desktop imaging and configuration in accordance with applicable Government requirements.
• Maintain accurate ticket documentation and status updates.
• Meet established service-level and response-time requirements.
• Escalate complex technical issues to Tier 3 or other appropriate technical resources.
• Support first-contact and timely incident resolution goals.

Skills

Customer service

Communication

Troubleshooting

End-user support

Education

CompTIA A+ preferred

Security+ preferred

ITIL Foundation preferred

Tools

Zendesk

Job description

Purpose

The Tier 2 Support Specialist provides desktop, end-user, and application support within a federal enterprise environment. This position resolves escalated technical issues from Tier 1, performs onsite support when necessary, manages service tickets, and supports Microsoft 365, mobile devices, applications, hardware, and software.

Responsibilities

• Provide Tier 2 desktop and end-user technical support.


• Resolve incidents escalated from Tier 1.


• Perform onsite dispatch and technical support when required.


• Create, update, and maintain service tickets in Zendesk.


• Troubleshoot Microsoft 365 applications and services.


• Configure and support mobile devices.


• Install and remove software and applications.


• Troubleshoot workstation hardware, software, and connectivity issues.


• Support desktop imaging and configuration in accordance with applicable Government requirements.


• Maintain accurate ticket documentation and status updates.


• Meet established service-level and response-time requirements.


• Escalate complex technical issues to Tier 3 or other appropriate technical resources.


• Support first-contact and timely incident resolution goals.

Qualifications

• Previous Tier 2 desktop, end-user, or enterprise IT-support experience required.


• Experience supporting Microsoft 365 environments.


• Experience with hardware/software troubleshooting, mobile-device configuration, and application support.


• Experience using Zendesk or a comparable ticketing/ITSM platform.


• Familiarity with workstation imaging and enterprise IT support practices.


• Strong customer-service, communication, and troubleshooting skills.


• CompTIA A+ preferred.


• Security+ preferred.


• ITIL Foundation preferred.


• Ability to successfully complete and maintain a Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated.

Strativia is an Equal Opportunity Employer. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets