Tier 2 Help Desk Specialist

Fusion Advanced Technology, LLC; Baltimore (MD); On-site; USD 48,000 - 72,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Job summary

Fusion Advanced Technology, LLC in Maryland is seeking an experienced help desk professional to handle escalated tickets and provide deeper troubleshooting beyond frontline support.

You will diagnose issues, coordinate with portal teams, document resolutions, and contribute to knowledge base while supporting Maryland state users.

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 requiring 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.

Job description

Core 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.

Recommended minimum 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.

Minimum years of experience criteria

• 2+ years total relevant experience
• 1+ year in portal support, application support, desktop support, or user support triage
• Direct support experience for government systems, Salesforce portals, CCATS‑adjacent environments, or Maryland State users preferred.

Preferred qualifications

• Experience serving as Tier 1/Tier 2 support or application administrator for a statewide or enterprise system.
• Experience with portal support, user provisioning, ticketing systems, and service desk metrics.
• Experience troubleshooting business applications rather than hardware only.
• Experience with Maryland or government platforms is a plus.

Benefits

Fusion offers a competitive benefits package that includes medical, dental, and vision coverage.

Join a team committed to operational excellence, and mission success.

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. Fusion Advanced Technology does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information, or any other characteristic protected by law (referred to as protected status). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

This job description is intended to outline the general nature and level of work being performed. It is not intended to be a comprehensive list of all responsibilities, duties and skills required of the position. Additional tasks may be assigned as needed.