IT Help Desk Specialist: Tier 1–2 Support

Eagle Integrated Services, LLC; Panama City (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Paid holidays

PTO

Medical

Dental Vision

Flexible spending accounts

Life Insurance

401(k) with match

Profit sharing

Tuition reimbursement

Job summary

Eagle Integrated Services is seeking a Journeyman Computer User Support Specialist (Help Desk) to deliver Tier 1 and Tier 2 support for end users. You will troubleshoot hardware, software, and network issues, and assist with password resets, user configurations, and AD account management.

Under supervision, you will use remote tools, log incidents in the ITSM system, document steps, and escalate complex cases to Tier 3. A strong service mindset and solid communication are essential.

Qualifications

• 3–5 years of hands-on IT help desk or desktop support experience.
• Experience troubleshooting hardware and software issues in a professional environment.
• Current CompTIA Security+ CE or higher for DoD 8140 IAT Level II.
• SECRET security clearance is required.
• Proficiency with Windows OS and Office 365.

Responsibilities

• Serve as primary contact for receiving, logging, and tracking user issues via phone, email, or ticketing system.
• Diagnose and resolve Tier 1 and 2 hardware, software, and network problems.
• Use remote tools to troubleshoot and restore services promptly.
• Install, configure, and deploy new computer systems and approved software.
• Manage peripherals and assist with password resets and email config.
• Manage AD user accounts, unlocking and password resets.
• Document steps and resolutions in the ITSM system; contribute to KBs.
• Escalate complex incidents to Tier 3 teams when needed.

Skills

Help desk support

Windows 10/11

Office 365

DNS/DHCP/TCP-IP

Active Directory

Customer service

Remote support

Problem solving

Tools

ServiceNow

Remedy

Active Directory

Job description

Eagle Integrated Services is seeking a Journeyman Computer User Support Specialist (Help Desk) to deliver Tier 1 and Tier 2 support for end users. You will troubleshoot hardware, software, and network issues, and assist with password resets, user configurations, and AD account management.

Under supervision, you will use remote tools, log incidents in the ITSM system, document steps, and escalate complex cases to Tier 3. A strong service mindset and solid communication are essential.