Tier 2 IT Helpdesk Technician: Advanced Troubleshooting

Quantum Space; Hawthorne (CA); On-site; USD 83,097,000 - 114,616,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Generous leave

HSA

401(k) matching

Equity participation

Job summary

Quantum Space is seeking a Tier 2 IT Helpdesk Technician to provide second-level support and technical troubleshooting across the organization, including workstations, devices, and peripherals. You will handle escalated tickets and work with Jira Service Management, ServiceNow, and Zendesk to diagnose and document solutions.

Location options include Rockville, MD or Hawthorne, CA. The role emphasizes log analysis, patching, asset management, and collaboration with engineering teams in a

Qualifications

• Strong understanding of Windows and macOS systems.
• Experience supporting ticketing platforms such as Jira Service Management, ServiceNow, Zendesk, or similar tools.
• Ability to analyze logs and diagnostic output to identify and resolve issues.
• Understanding of basic networking concepts, including DNS, DHCP, VLANs, routing, switching, and VPNs.
• Experience troubleshooting Microsoft 365, Azure AD, Exchange Online, and general SaaS applications.
• Ability to create or update technical documentation, including runbooks and procedures.
• Strong communication skills and an ability to support users of varying technical expertise.
• 2-4 years of prior experience supporting escalated issues or working in a Tier 2 capacity.
• Ability to hold and maintain a security clearance.

Responsibilities

• Resolve tickets escalated from our Service Desk, including OS, application, hardware, and network issues.
• Provide hands-on technical support for workstations, laptops, mobile devices, and peripherals.
• Assist with account provisioning, deprovisioning, access permissions, and identity management.
• Support patching, updates, and configuration changes across Windows, macOS, and Linux endpoints.
• Perform advanced troubleshooting through log review, diagnostics, and root-cause analysis.
• Collaborate with engineering and IT programs to support smooth execution of tooling, technical projects, and operational changes.
• Maintain asset records, participate in hardware lifecycle processes, and coordinate with vendors.
• Assist with basic networking tasks, including VLAN changes, Wi-Fi troubleshooting, and connectivity issues.
• Support cybersecurity initiatives, including secure configuration enforcement and incident response tasks under guidance.

Skills

Windows

macOS

Ticketing tools

Log analysis

Networking basics

Microsoft 365/Azure AD/Exchange Online

Documentation

Communication

Security clearance

Tools

Intune

Jamf

RMM

Jira Service Management

ServiceNow

Zendesk

Job description

Quantum Space is seeking a Tier 2 IT Helpdesk Technician to provide second-level support and technical troubleshooting across the organization, including workstations, devices, and peripherals. You will handle escalated tickets and work with Jira Service Management, ServiceNow, and Zendesk to diagnose and document solutions.

Location options include Rockville, MD or Hawthorne, CA. The role emphasizes log analysis, patching, asset management, and collaboration with engineering teams in a