Tier 2 Help Desk Specialist

Internetwork Expert; Alexandria (VA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical

Dental

Vision

AD&D

STD

LTD

Company paid Life Insurance

401k with employer contribution

Paid Time Off

Pet Insurance

Job summary

Internetwork Expert is seeking 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 Tier 1 and Tier 3 teams to ensure SLA adherence and secure operations.

The role requires 3+ years of IT support experience, a bachelor’s degree or equivalent, and hands-on experience with Intune, SCCM/MECM, AD, Azure AD/Entra, Okta, and ServiceNow.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related discipline; or four extra years of experience.
• 3+ years of progressive IT support experience including Tier 1 and 2 duties.
• Experience with remote desktop tools, ticketing systems, and ITSM platforms (ServiceNow, Remedy, Jira).
• Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business apps.
• Ability to obtain public trust security clearance.
• Experience with Microsoft Intune and/or SCCM/MECM.
• Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA.
• Experience using ServiceNow or similar ITSM systems.

Responsibilities

• Provide advanced technical support for escalated incidents and resolve complex hardware, software, and network issues.
• Collaborate with Tier 1 and Tier 3 engineers to improve first-call resolution and root cause fixes.
• Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus.
• Perform OS imaging and BitLocker encryption for deployments and refresh cycles.
• Administer identity controls in AD, Azure AD/Entra, and Okta; enforce MFA and conditional access.
• Support Teams, SharePoint, and Exchange Online; provide VIP queue handling and white-glove support.
• Develop, maintain, and update knowledge articles; monitor SLA/OLA metrics in ServiceNow.
• Mentor Tier 1 staff and drive continual process improvements.

Skills

Analytical Thinking

Customer Focus

Communication

Team Collaboration

Time Management

Adaptability

Attention to Detail

Initiative

Education

Bachelor's degree in IT or related discipline

Tools

Microsoft Intune

SCCM/MECM

Active Directory

Azure AD/Entra

Okta

ServiceNow

Nessus

BitLocker

Teams

SharePoint

Exchange Online

Job description

Years of Experience: 3 years of experience

Education Requirements: Bachelor’s degree in IT, Computer Science, or related discipline

Program Description: The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs.

Position Description: The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users.

Responsibilities

• Incident Support
• Communicate effectively with end users and stakeholders regarding issue status and resolution progress.
• Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
• Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
• Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
• Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
• Endpoint Management
• Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans.
• Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles.
• Provides laptop/desktop/phone support and provisioning.
• Access Control
• Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
• Service Requests and Support
• Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
• Quality and Performance Develop, maintain, and update knowledge articles.
• Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register.
• Analyze recurring incidents to identify root causes and recommend process or technology improvements.
• Analyzes recurring issues to identify potential areas for improvement within systems or processes.
• Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree.
• 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support 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.
• Ability to obtain public trust security clearance.
• Experience with Microsoft Intune and/or SCCM/MECM.
• Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA.
• Experience using ServiceNow or alternative IT Service Management / Ticketing system.
• Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint).

Preferred Skills

• CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations, Microsoft Certified: Endpoint Administrator Associate, ServiceNow System Administrator

Soft Skills

• Analytical Thinking: Quickly identifies technical problems and determines effective solutions.
• Customer Focus: Maintains professionalism and empathy while resolving complex or escalated user issues.
• Communication: Clearly explains technical concepts to non-technical users and writes concise documentation.
• Collaboration: Works closely with cross-functional teams and mentors junior support staff.
• Time Management: Prioritizes and manages multiple open tickets to meet response and resolution SLAs.
• Adaptability: Responds effectively to changing technologies and evolving support environments.
• Attention to Detail: Accurately documents troubleshooting steps and resolutions in ticketing systems.
• Initiative: Proactively identifies opportunities to improve systems, processes, and user experiences.

Benefits

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance