Tier 2 IT Support Specialist — Windows, AD, ServiceNow

Saalex Corporation; Keyport (NJ); 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 Corporation in Keyport, WA is seeking a Computer User Support Specialist II to provide Tier 2 desktop support in a DoD environment. You will troubleshoot hardware, software, OS, accounts, and network connectivity issues with responsive customer service.

The role requires hands-on experience with Microsoft desktop environments, enterprise productivity apps, Active Directory, ServiceNow ITSM, and endpoint security tools, ensuring timely ticket resolution and strong user support.

Qualifications

• Two years of experience providing Tier 2 IT support.
• Experience with ServiceNow or similar ITSM ticketing system.
• Experience configuring and troubleshooting Microsoft desktop OS.
• Experience supporting Microsoft Office and productivity apps.
• Knowledge of desktop cybersecurity tools in an enterprise environment.
• Experience with Active Directory user/computer management and permissions.
• Knowledge of basic network connectivity (TCP/IP, DNS, DHCP).
• Strong written and verbal communication skills.
• Hold CompTIA Security+ and/or ISC2 SSCP certifications.
• Current Microsoft Desktop OS certification.

Responsibilities

• Provide Tier 2 help desk and desktop support to end users.
• Manage, prioritize, troubleshoot, and resolve incidents in ServiceNow.
• Maintain ServiceNow ticket documentation, including troubleshooting steps and resolution details.
• Monitor assigned ServiceNow tickets to ensure timely resolution and SLAs.
• Identify recurring incidents and contribute to knowledge articles.
• Troubleshoot Windows workstation, application, account, and connectivity issues.
• Configure, deploy, maintain, and troubleshoot Microsoft desktop operating systems.
• Support Microsoft Office and other enterprise productivity applications.
• Administer Active Directory accounts, groups, permissions, and related access.
• Troubleshoot basic network connectivity and coordinate escalations.
• Support and troubleshoot approved endpoint security tools.
• Escalate complex or recurring issues to engineering, cybersecurity, or infrastructure teams.
• Provide professional, customer‑focused technical support in a mission‑oriented environment.
• Follow DoD, Navy, cybersecurity, and IT service management policies and procedures.

Skills

Tier 2 IT support experience

Strong communication skills

Education

High School Diploma or GED

Tools

ServiceNow

Active Directory

Microsoft Office

Windows OS

Endpoint security tools

Job description

Saalex Corporation in Keyport, WA is seeking a Computer User Support Specialist II to provide Tier 2 desktop support in a DoD environment. You will troubleshoot hardware, software, OS, accounts, and network connectivity issues with responsive customer service.

The role requires hands-on experience with Microsoft desktop environments, enterprise productivity apps, Active Directory, ServiceNow ITSM, and endpoint security tools, ensuring timely ticket resolution and strong user support.