IT Help Desk - Tier 2

NGEN; Lanham (MD); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Health, dental, and vision insurance

401(k)

Mission-driven culture

Job summary

NGEN in Lanham, MD is seeking a Tier 2 Technician to resolve complex hardware, software, and network issues on-site. You will provide advanced troubleshooting and collaborate with Tier 3 teams to support infrastructure projects and security enhancements.

The role requires 2–4 years of IT or desktop support experience, strong Windows/networking knowledge, and relevant certifications. On-call rotations and on-site presence are part of the schedule, with a comprehensive benefits package.

Qualifications

• 2-4 years of IT or desktop support experience.
• Strong technical knowledge of Windows environments, networking basics, and IT tools.
• Associate’s degree and/or Bachelor’s degree preferred, but not required.
• Certifications such as CompTIA Security+, Network+ are desirable; Microsoft and ITIL certifications are a plus.

Responsibilities

• Resolve escalated hardware, software, and network issues.
• Perform software installations, updates, and basic server maintenance.
• Collaborate with Tier 3 technicians or system admins on upgrades and projects.
• Coach Tier 1 technicians when necessary.
• Perform system administration tasks including overnight backups and patch management.
• Document support activities and changes in the service management platform.

Skills

Windows environments

Networking basics

IT tools

Education

Associate’s degree and/or Bachelor’s degree preferred

2-4 years IT or desktop support experience

CompTIA Security+

Network+

Microsoft Certification

ITIL Certification

Job description

NGEN is a dynamic MSP provider committed to delivering innovative, people-centered technology solutions. With a team of 50+ professionals, we're building a culture that prioritizes operational excellence and employee experience.

The Tier 2 Technician is responsible for resolving more complex technical issues that go beyond Tier 1 support, providing advanced troubleshooting for both hardware and software systems. This role requires strong critical thinking skills and a deeper understanding of system architecture, tools, and infrastructure. The technician provides on-site, remote support and is required to participate in on-call rotations to ensure timely and effective resolution of technical issues impacting end-users and business operations. This as a full time on-site position.

Duties & Responsibilities

• Resolve escalated support issues involving hardware, software, and network challenges.
• Perform software installations, updates, and basic server maintenance.
• Collaborate with Tier 3 technicians or system administrators to support infrastructure improvements and project initiatives.
• Coach or train Tier 1 technicians when necessary.
• Perform system administration tasks, including overnight backups, system updates, & patch management.
• Document support activities, solutions, and system changes in the service management platform

Education & Experience

• Associate’s degree and/or Bachelor’s preferred, but not required
• 2-4 years of experience in IT or desktop support
• Strong technical knowledge of Windows environments, networking basics, and IT tools
• Preferred (not required) Certifications: CompTIA Security Plus, Network+
• Microsoft & ITIL Certifications are a plus
• Maintain a valid driver's license, registration and insurance, and own a reliable vehicle

What We Offer

• Competitive salary and full benefits package
• Health, dental, and vision insurance
• 401(k)
• A mission-driven culture that values innovation, trust and people