Tier 2 Help Desk Engineer - Endpoint & Identity

Systems Engineering Solutions Corporation; Alexandria (VA); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

AD&D

STD

LTD

401k with employer contribution

Paid Time Off

Life Insurance

Pet Insurance

Job summary

Systems Engineering Solutions Corporation seeks a Tier 2 Help Desk Specialist to provide advanced IT support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. You will work with Microsoft Intune, SCCM/MECM, and ServiceNow to resolve complex issues and protect SLA compliance.

The role requires 3+ years of IT support, a Bachelor’s degree or equivalent experience, and the ability to obtain public trust clearance.

Qualifications

• 3+ years progressive IT support including Tier 1 and Tier 2 responsibilities.
• Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira).
• Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications.

Responsibilities

• Provide incident support and proactive status updates to end users and stakeholders.
• Escalate tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
• Diagnose and resolve hardware, software, and network issues through in-depth analysis and troubleshooting.
• Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term fixes.
• Manage incident lifecycle from escalation through resolution, ensuring SLAs are met and documented.

Skills

Analytical thinking

Excellent communication

Customer focus

Troubleshooting skills

Technical communication

Education

Bachelor's degree in IT/CS

Tools

Microsoft Intune

SCCM/MECM

Active Directory

Azure AD/Entra

Okta

ServiceNow

Job description

Systems Engineering Solutions Corporation seeks a Tier 2 Help Desk Specialist to provide advanced IT support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. You will work with Microsoft Intune, SCCM/MECM, and ServiceNow to resolve complex issues and protect SLA compliance.

The role requires 3+ years of IT support, a Bachelor’s degree or equivalent experience, and the ability to obtain public trust clearance.