Tier 2 Help Desk Technician - Windows, Mac & 365 Support

Solvere One; Dulles Town Center (VA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

401K

PPO healthcare

Dental

Vision

Paid vacation

Job summary

Solvere One in Dulles, Virginia is seeking a Help Desk Technician Tier 2 to field and resolve tier 2 incidents escalated from Tier 1. The role requires strong communication, problem-solving, and a customer-focused approach from a headquarters-based support center.

You will manage Windows and Mac desktop issues, administer Office 365 and Google Workspace, troubleshoot mobile devices, and document resolutions in PSA while coordinating with Tier 3 when needed.

Qualifications

• Experience in Tier 2 help desk or higher support roles.
• Strong verbal and written communication skills.
• Ability to document resolutions clearly in PSA systems.

Responsibilities

• Identify, diagnose, and resolve Tier 2 incidents for PC software/hardware, network, and peripherals.
• Provide one-on-one end-user support over the phone or email.
• Coordinate with Tier 3 for escalations and document outcomes.
• Maintain timely ticket updates and technical documentation.

Skills

Windows support

Mac support

Office 365 admin

Google Workspace admin

Mobile device support

MFA configuration

Job description

Solvere One in Dulles, Virginia is seeking a Help Desk Technician Tier 2 to field and resolve tier 2 incidents escalated from Tier 1. The role requires strong communication, problem-solving, and a customer-focused approach from a headquarters-based support center.

You will manage Windows and Mac desktop issues, administer Office 365 and Google Workspace, troubleshoot mobile devices, and document resolutions in PSA while coordinating with Tier 3 when needed.