Help Desk Tier 2 Support

BTI•Washington, DC

About The Position

The Help Desk Tier 2 Support Specialist provides intermediate-level technical support to EEOC users by diagnosing and resolving hardware, software, operating system, peripheral, and connectivity issues that cannot be resolved through Tier 1 support. This position ensures that incidents and service requests are handled accurately, documented thoroughly, and resolved within established service-level agreements (SLAs). The Tier 2 Support Specialist will escalate complex or unresolved issues to Tier 3 support while maintaining ownership, communication, and complete ticket documentation throughout the support process.

Requirements

Experience providing Tier 2, desktop support, service desk, or end-user technical support in an enterprise environment.
Working knowledge of desktop and laptop hardware, software applications, operating systems, printers, peripherals, and basic network connectivity.
Experience using an incident-management or IT service-management ticketing system.
Ability to diagnose and resolve technical issues beyond Tier 1 support capabilities.
Demonstrated ability to prioritize and manage multiple incidents while meeting established SLAs and service thresholds.
Ability to maintain accurate ticket documentation and provide updates within two hours of completed activity.
Understanding of incident escalation procedures and the ability to determine when an issue requires Tier 3 support.
Strong analytical, troubleshooting, customer-service, and problem-solving skills.
Strong written and verbal communication skills.
Ability to work effectively with technical teams, government personnel, and users with varying levels of technical knowledge.

Responsibilities

Provide intermediate desktop and end-user support for incidents escalated by Tier 1 personnel.
Diagnose and resolve standard hardware, software, operating system, application, connectivity, and peripheral-related issues.
Install, configure, maintain, and troubleshoot desktops, laptops, printers, monitors, mobile devices, and other end-user equipment.
Troubleshoot user access, application performance, device configuration, and workstation-related problems.
Use remote-support tools and approved troubleshooting procedures to assist users located at EEOC offices or working remotely.
Document troubleshooting actions, findings, resolutions, and user communications in the designated service-management system.
Update service tickets within two hours of each activity performed.
Manage assigned incidents and service requests in accordance with established service thresholds, SLAs, priorities, and escalation procedures.
Escalate issues requiring advanced technical analysis or specialized system knowledge to Tier 3 support.
Provide users with timely status updates and communicate expected resolution or escalation timelines.
Perform follow-up activities to confirm that technical issues have been resolved successfully.
Identify recurring technical issues and contribute information that supports problem management and root-cause analysis.
Develop and maintain troubleshooting documentation, standard operating procedures, and knowledge-base articles.
Collaborate with Tier 1, Tier 3, system administrators, network personnel, and other technical teams to resolve user-impacting issues.
Maintain a professional and customer-focused approach when supporting EEOC personnel.
Protect agency information and follow all applicable EEOC security, privacy, and acceptable-use requirements.