Tier 2 Help Desk Specialist

SES Corporation

Austin (TX)

On-site

USD 60,000 - 90,000

Full time

14 days+

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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

SES Corporation in Austin is seeking a Tier 2 Help Desk Specialist to provide advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms.

You will work with Tier 3 engineers, ensure SLA compliance, and mentor Tier 1 staff while resolving complex hardware, software, and network issues for 1,350 government employees and contractors nationwide.

Qualifications

Bachelor's degree in IT, CS, or related discipline.
3+ years of progressive IT support experience, including Tier 1 and 2 responsibilities.
Experience with ITSM tools (ServiceNow, Remedy, Jira).
Ability to obtain public trust security clearance.

Responsibilities

Provide escalated incident support for endpoint management and collaboration platforms.
Resolve hardware, software, and network issues with in-depth analysis.
Mentor Tier 1 staff to improve first-call resolution.
Collaborate with Tier 3 engineers for root-cause analysis and long-term fixes.
Maintain SLAs/OLA and document resolutions in ticketing systems.
Manage endpoint compliance, patching via Intune/SCCM; remediate Nessus findings.
Perform OS imaging and BitLocker encryption for deployments.
Support Teams/Exchange Online/SharePoint and VIP queues.

Skills

Analytical thinking

Customer focus

Communication

Collaboration

Time management

Adaptability

Attention to detail

Initiative

Education

Bachelor's degree in IT, Computer Science, or related discipline

Tools

Microsoft Intune

SCCM/MECM

Active Directory

Azure AD/Entra

Okta

ServiceNow

Remedy

Jira

Nessus

BitLocker

OS imaging

Endpoint management

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

Requirements:

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: