Senior IT Help Desk Specialist (Evening Shift)

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

Benefits offered by this job

Medical plans

Vision & Dental free to you

401k plan

PTO & Leave

Career growth

Life Insurance

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 team in Maryland. You will provide Tier 1 and Tier 2 technical support, troubleshoot a wide range of issues, and ensure timely incident handling to minimize operational impact.

The role requires strong communication, a customer-first mindset, and the ability to work the 1500-2300 shift Tuesday through Saturday.

Qualifications

• 3–7 years in Help Desk, Service Desk, Customer Support, or IT Support environment.
• Active CompTIA Security+ CE certification.
• Strong customer service, communication, and problem-solving skills in high-volume environments.
• Ability to communicate with a diverse customer base, including non-native English speakers.
• Available to work weekends and holidays as required.
• Ability to work the 1500-2300 shift (Tue-Sat).

Responsibilities

• Serve as the first point of contact for customer support requests (Tier 1) and escalate to Tier 2 as needed.
• Troubleshoot and resolve a wide range of user, system, and application issues with a high level of customer service.
• Record, categorize, prioritize, and track incidents and service requests through resolution.
• Provide timely updates and clear communication regarding tickets, outages, and service improvements.
• Follow SOPs and knowledge resources to diagnose and resolve technical issues.
• Support ongoing IT operations across workstation, server, storage, and network environments.
• Collaborate with team members and management to ensure effective escalation and resolution.
• Contribute to process improvements and participate in Help Desk optimization meetings.

Skills

Customer service

Communication

Problem solving

English proficiency

Job description

Columbia Technology Partners is seeking a Customer Support Specialist 2 to join a fast-paced, mission-focused team in Maryland. You will provide Tier 1 and Tier 2 technical support, troubleshoot a wide range of issues, and ensure timely incident handling to minimize operational impact.

The role requires strong communication, a customer-first mindset, and the ability to work the 1500-2300 shift Tuesday through Saturday.