Tier 2 Help Desk Specialist

GoFusion; Baltimore, Northern (MD, KY); Hybrid; USD 45,000 - 65,000; Full time

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.

Skills

Ticketing systems

Issue triage

Root-cause analysis

Escalation discipline

Portal support

Education

High school diploma

Associate degree in IT

Tools

Salesforce portals

Job description

Fusion Advanced Technology, LLC Tier 2 Help Desk Specialist Baltimore, MD·Full time

Fusion Advanced Technology, LLC (Fusion) is seeking a motivated and mission-focused professional who will provide advanced user support and application administration for portals, case-support tools, and related systems, including issue triage and escalation of technical incidents supporting the Maryland State Department of Education (MSDE).

About Fusion Advanced Technology, LLC

Fusion Advanced Technology, LLC is a mission-driven cybersecurity, IT, and program management company supporting federal and state government customers in complex, high-impact environments. As a certified Woman-Owned Small Business (WOSB) and Service-Disabled Veteran-Owned Small Business (SDVOSB), Fusion combines agile small-business responsiveness with leadership backed by decades of military, Department of Defense, and Intelligence Community experience.Fusion stands out through its people-first culture, hands-on leadership, and commitment to mission success. We provide employees the opportunity to support meaningful programs, grow professionally, and work alongside experienced professionals who understand both mission operations and customer needs.

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.

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

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

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.