Tier 2 IT Support Engineer: Endpoint & Identity Mastery

Internetwork Expert; Alexandria (VA); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Medical

Dental

Vision

AD&D

STD

LTD

Company paid Life Insurance

401k with employer contribution

Paid Time Off

Pet Insurance

Job summary

Internetwork Expert is seeking 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 work with Tier 1 and Tier 3 teams to ensure SLA adherence and secure operations.

The role requires 3+ years of IT support experience, a bachelor’s degree or equivalent, and hands-on experience with Intune, SCCM/MECM, AD, Azure AD/Entra, Okta, and ServiceNow.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related discipline; or four extra years of experience.
• 3+ years of progressive IT support experience including Tier 1 and 2 duties.
• Experience with remote desktop tools, ticketing systems, and ITSM platforms (ServiceNow, Remedy, Jira).
• Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business 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 similar ITSM systems.

Responsibilities

• Provide advanced technical support for escalated incidents and resolve complex hardware, software, and network issues.
• Collaborate with Tier 1 and Tier 3 engineers to improve first-call resolution and root cause fixes.
• Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus.
• Perform OS imaging and BitLocker encryption for deployments and refresh cycles.
• Administer identity controls in AD, Azure AD/Entra, and Okta; enforce MFA and conditional access.
• Support Teams, SharePoint, and Exchange Online; provide VIP queue handling and white-glove support.
• Develop, maintain, and update knowledge articles; monitor SLA/OLA metrics in ServiceNow.
• Mentor Tier 1 staff and drive continual process improvements.

Skills

Analytical Thinking

Customer Focus

Communication

Team Collaboration

Time Management

Adaptability

Attention to Detail

Initiative

Education

Bachelor's degree in IT or related discipline

Tools

Microsoft Intune

SCCM/MECM

Active Directory

Azure AD/Entra

Okta

ServiceNow

Nessus

BitLocker

Teams

SharePoint

Exchange Online

Job description

Internetwork Expert is seeking 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 work with Tier 1 and Tier 3 teams to ensure SLA adherence and secure operations.

The role requires 3+ years of IT support experience, a bachelor’s degree or equivalent, and hands-on experience with Intune, SCCM/MECM, AD, Azure AD/Entra, Okta, and ServiceNow.