Tier 2 IT Support Specialist – DoD, Onsite

Socket.dev; Keyport (WA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary &

Paid Time Off (Vacation, Sick &

Short Term & Long Term Disability

Training & Development

Wellness Resources

Stock Option Plan

Job summary

Saalex Corp. is hiring a Computer User Support Specialist II in Keyport, WA to provide Tier 2 IT support in a DoD environment. The role troubleshoots hardware, software, OS, accounts, and network connectivity while delivering professional customer service.

Must have hands-on experience with Microsoft desktop environments, AD, and ServiceNow. Responsibilities include incident management in ServiceNow, ticket documentation, SLA adherence, and escalation as needed.

Qualifications

• Minimum of two (2) years of experience providing Tier 2 IT support.
• Experience using ServiceNow ITSM ticketing system.
• Experience with Microsoft desktop OS deployment and troubleshooting.
• Experience supporting Microsoft Office and enterprise productivity apps.
• Working knowledge of desktop cybersecurity tools in an enterprise environment.
• Experience with Active Directory user/computer accounts, groups, and permissions.
• Knowledge of basic network connectivity troubleshooting.

Responsibilities

• Provide Tier 2 help desk and desktop support to end users.
• Manage incidents and service requests using ServiceNow.
• Document troubleshooting steps and resolutions in ServiceNow with proper categorization.
• Monitor tickets to meet SLAs and ensure timely resolutions.
• Identify recurring issues and contribute to knowledge base and problem management.
• Troubleshoot Windows workstations, applications, accounts, and connectivity issues.
• Configure, deploy, and maintain Microsoft desktop OS.
• Support Microsoft Office and enterprise productivity apps.
• Administer AD accounts, groups, permissions, and access.
• Escalate complex issues to engineering or cybersecurity teams.
• Provide professional, customer-focused support in a mission-oriented environment.
• Follow DoD, Navy, ITSM policies and procedures.

Skills

Tier 2 support

Customer service

Strong communication

Troubleshooting skills

End-user support

Education

High School Diploma or GED

CompTIA Security+

ISC2 SSCP

Microsoft Desktop OS cert

Tools

ServiceNow

Active Directory

Microsoft Office

Endpoint security tools

Job description

Saalex Corp. is hiring a Computer User Support Specialist II in Keyport, WA to provide Tier 2 IT support in a DoD environment. The role troubleshoots hardware, software, OS, accounts, and network connectivity while delivering professional customer service.

Must have hands-on experience with Microsoft desktop environments, AD, and ServiceNow. Responsibilities include incident management in ServiceNow, ticket documentation, SLA adherence, and escalation as needed.