Tier 2 IT Help Desk Specialist - Endpoint & Identity Pro

SES Corporation; Alexandria (VA); Sur place; USD 60 000 - 85 000; Plein temps

Avantages offerts par ce poste

Medical insurance

Dental

Vision

401k with employer contribution

Paid Time Off

Pet Insurance

Résumé du poste

SES Corporation in the United States seeks a Tier 2 Help Desk Specialist to provide advanced IT support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. You will partner with Tier 1 and Tier 3 teams to resolve complex issues while maintaining SLAs and security standards.

The role requires 3+ years of IT support experience and a Bachelor's degree in IT/CS or equivalent.

Qualifications

• Bachelor's degree in IT, Computer Science, or related discipline, or four additional years of experience.
• 3+ years of progressive IT support experience, including Tier 1 and Tier 2 responsibilities.
• Experience with remote desktop tools, ticketing systems, and ITSM platforms (ServiceNow, Remedy, Jira).
• Strong working knowledge of endpoint/desktop management and collaboration apps.
• 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 ITSM system.

Responsabilités

• Provide advanced technical support for escalated incidents.
• Communicate issue status and resolution progress to end users and stakeholders.
• Escalate Tier 1 tickets for advanced endpoint troubleshooting.
• Diagnose and resolve hardware, software, and network problems.
• Collaborate with Tier 3 and engineering teams on fixes.
• Manage incident lifecycle and ensure SLA compliance.
• Oversee endpoint management and patching via Intune and SCCM.
• Perform OS imaging and encryption for deployments.
• Support laptops/desktops/phones and provisioning.
• Administer identity controls in AD, Azure AD/Entra, and Okta; enforce MFA.
• Support Teams, SharePoint, Exchange Online; VIP queue handling.
• Develop and maintain knowledge articles; track SLA/OLA dashboards.
• Analyze recurring incidents to find root causes and improvements.
• Mentor Tier 1 staff to improve first-call resolution.

Connaissances

Analytical thinking

Communication

Mentoring

Team collaboration

Formation

Bachelor's degree in IT/CS

Outils

Microsoft Intune

SCCM/MECM

Active Directory

Azure AD/Entra

Okta

ServiceNow

Remedy

Jira

Teams

SharePoint

Description du poste

SES Corporation in the United States seeks a Tier 2 Help Desk Specialist to provide advanced IT support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. You will partner with Tier 1 and Tier 3 teams to resolve complex issues while maintaining SLAs and security standards.

The role requires 3+ years of IT support experience and a Bachelor's degree in IT/CS or equivalent.