IT Help Desk Specialist - Tier 1/2 Support (Evenings)

Columbia Technology Partners; Corridor North (MD); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical plans

Vision & Dental

401k

PTO & Leave

Career learning stipend

Life & Disability Insurance

Profit sharing

Referral bonuses

Job summary

Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused support team. You will provide Tier 1 and Tier 2 technical support, troubleshoot a range of issues, and ensure timely updates to customers.

Ideal candidates have 3–7 years in a Help Desk or IT support role and hold CompTIA Security+ CE certification. The role requires strong communication, a customer-first mindset, and availability for the 1500-2300 Tue-Sat shift.

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.
• Willingness to work weekends and holidays and handle a 1500-2300 shift.

Responsibilities

• Serve as the first point of contact for customer support requests, providing Tier 1 Service Desk and Tier 2 escalation support via phone, email, and chat.
• Troubleshoot and resolve a wide range of user, system, and application issues while delivering high-quality customer service.
• Record, categorize, prioritize, and track incidents and service requests through completion.
• Keep customers informed through timely updates, clear communication regarding tickets, outages, and service improvements.
• Utilize 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 and management to ensure effective issue escalation and resolution.
• Contribute to process improvement initiatives and help optimize Help Desk operations.

Skills

Help Desk

Customer Support

Troubleshooting

Communication

Job description

Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused support team. You will provide Tier 1 and Tier 2 technical support, troubleshoot a range of issues, and ensure timely updates to customers.

Ideal candidates have 3–7 years in a Help Desk or IT support role and hold CompTIA Security+ CE certification. The role requires strong communication, a customer-first mindset, and availability for the 1500-2300 Tue-Sat shift.