Tier II IT Support Specialist — Fast-Paced Help Desk

Crystal Management; Maryland; On-site; USD 45,000 - 65,000; Full time

Job summary

Crystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to deliver responsive, technical support for hardware, software, network, and system access issues. You will diagnose problems, provide first-contact resolution, and document solutions for service requests by phone or ticket.

The role requires strong troubleshooting, clear communication, and the ability to work in a fast-paced environment with schedule swings from 2:00 pm to 10:00 pm.

Qualifications

• Experience in a service desk or help desk environment.
• Ability to diagnose and resolve hardware, software, network, and system-access issues.
• Strong written and verbal communication skills.
• Documentation of incidents and resolutions in ticketing systems.

Responsibilities

• Provide first-contact technical support and incident resolution for hardware, software, network, and related issues.
• Respond to customer requests by telephone and electronically submitted service tickets.
• Diagnose, identify, isolate, and analyze technical problems using established procedures and incident history.
• Resolve as many incidents as possible during the initial contact.
• Troubleshoot Tier II issues and provide telephone-based support.
• Escalate incidents to Tier II/III or other specialists when needed.
• Provide courteous, professional service and document incident details and resolutions in tracking systems.
• Maintain current knowledge of computers, printers, and Microsoft Windows applications.

Skills

Customer service

Technical support

Troubleshooting

Communication skills

Incident management

Documentation

Education

DoD 8570 IAT II certification

CompTIA A+ certification

HDI certification

ITIL Foundation

Microsoft 365 certification

Tools

Ticketing systems

Microsoft Windows

Remote support tools

Incident-management software

Job description

Crystal Management, LLC (CMiT) is seeking a Customer Service Representative, Level 2 to deliver responsive, technical support for hardware, software, network, and system access issues. You will diagnose problems, provide first-contact resolution, and document solutions for service requests by phone or ticket.

The role requires strong troubleshooting, clear communication, and the ability to work in a fast-paced environment with schedule swings from 2:00 pm to 10:00 pm.