Tier 2 IT Support Technician: Windows, macOS, Linux

Quantum Space; Rockville (MD); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Healthcare benefits

Equity participation

401(k) matching

Job summary

Quantum Space is seeking a Tier 2 IT Helpdesk Technician to provide second-level support across the organization, resolving escalated issues and maintaining end-user system reliability. You will assist with systems administration tasks and support IT initiatives in a fast-paced environment.

The role involves hands-on support for workstations, laptops, mobile devices, and peripherals, plus account provisioning, patching, and security-related activities. A security clearance is required.

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.
• Support software deployments, endpoint management, and system configuration rollouts.
• 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.
• Collaborate with engineering and IT programs to support smooth execution of tooling, technical projects, and operational changes.

Skills

Windows

macOS

Log analysis

Networking basics

Jira Service Management

Azure AD

SaaS support

Customer focus

Security clearance

Tier 2 support

Job description

Quantum Space is seeking a Tier 2 IT Helpdesk Technician to provide second-level support across the organization, resolving escalated issues and maintaining end-user system reliability. You will assist with systems administration tasks and support IT initiatives in a fast-paced environment.

The role involves hands-on support for workstations, laptops, mobile devices, and peripherals, plus account provisioning, patching, and security-related activities. A security clearance is required.