Tier 2 Help Desk & Portal Support Specialist

GoFusion

Baltimore, Northern (MD, KY)

Hybrid

USD 45,000 - 65,000

Full time

2 days ago

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Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Fusion Advanced Technology, LLC in Baltimore, MD is seeking a Tier 2 Help Desk Specialist to provide advanced user support and application administration for portals and related systems. The role involves incident triage and escalation to address complex issues for Maryland State Department of Education users.

You will document incidents, assist with user provisioning, and coordinate with technical leads and state contacts.

Qualifications

High school diploma required; IT coursework or associate degree preferred.
Two or more years of help desk, desktop support, application support, portal support, or user support experience.
Comfortable with ticketing, issue triage, root-cause analysis, and escalation discipline.

Responsibilities

Respond to tickets and support requests that require deeper troubleshooting than frontline customer service can provide.
Diagnose user, configuration, data, and application issues and determine whether escalation is required.
Document incidents, resolutions, workarounds, and system changes in the support tracking system.
Support user administration, issue replication, configuration checks, and minor fixes where authorized.
Coordinate with technical leads, portal teams, and State support contacts on escalated incidents.
Contribute to knowledge articles, release support, and training materials.