Tier 2 Help Desk Specialist — Windows, macOS & AD

CTIS, Inc.; Rockville, Northern (MD, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

CTIS, Inc. in Rockville, MD is seeking a Help Desk Specialist to serve as a Tier 2 escalation point for desktop systems, applications, and enterprise tools. You will resolve complex incidents and support Windows and macOS environments, Active Directory, and Office 365 across the organization.

The role requires strong troubleshooting, excellent communication, and the ability to document solutions in knowledge bases and SOPs. This position offers on-site and remote support within a hybrid model.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field OR equivalent experience.
• 3–5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
• Experience supporting Windows and macOS environments.
• Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
• Experience with ticketing systems such as ServiceNow or Remedy.
• Strong troubleshooting skills across hardware, software, and network issues.
• Familiarity with ITIL framework and service management processes.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications.
• Experience with remote support tools and endpoint management solutions.
• Knowledge of networking concepts including VPN, DNS, and DHCP.
• Excellent communication and customer service skills.

Responsibilities

• Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support.
• Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
• Support enterprise applications and internally developed systems.
• Manage user accounts, directories, and permissions (Active Directory).
• Diagnose and resolve printer, peripheral, and network connectivity issues.
• Install, configure, and maintain operating systems and desktop applications.
• Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
• Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
• Maintain accurate documentation and contribute to knowledge base articles and SOPs.
• Provide on-site and remote support, including VIP support when required.
• Ensure compliance with organizational security policies and procedures.

Skills

Troubleshooting

Customer service

Communication

ITIL familiarity

Remote support

Education

Bachelor's degree in IT / CS or related field

ITIL Foundation

CompTIA A+

Network+ Certification

Microsoft Certifications

Tools

ServiceNow

Remedy

Jira

Active Directory / Azure AD

Office 365 / Microsoft 365

Job description

CTIS, Inc. in Rockville, MD is seeking a Help Desk Specialist to serve as a Tier 2 escalation point for desktop systems, applications, and enterprise tools. You will resolve complex incidents and support Windows and macOS environments, Active Directory, and Office 365 across the organization.

The role requires strong troubleshooting, excellent communication, and the ability to document solutions in knowledge bases and SOPs. This position offers on-site and remote support within a hybrid model.