We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ and Washington DC area locations. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate would possess a Public Trust clearance and would serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support. Core Competencies Technical Knowledge – Solid grasp of OS, hardware, enterprise apps, and networking basics Troubleshooting – Diagnose, escalate, and resolve advanced technical issues Customer Service – Communicate clearly and professionally with end users Sense of Urgency – Prioritize critical issues, meet SLAs Documentation – Write clear ticket journal notes and closure details for transparency SOP Adherence – Consistently follow standardized procedures for ticket handling Collaboration – Work effectively with Tier 1, peers, and escalation teams Adaptability – Adjust quickly to new technologies and shifting priorities Attention to Detail – Ensure accuracy and completeness in tickets, notes, and resolutions