Helpdesk Specialist
CTIS, Inc.•, DC
•$65,000 - $70,000•Hybrid
About The Position
We are seeking a Helpdesk Specialist (Tier 2 Support) to provide advanced technical support and troubleshooting services to end users across a diverse IT environment. This role serves as a key escalation point from Tier 1 support, ensuring timely resolution of complex issues related to desktop systems, applications, and enterprise tools. The ideal candidate will have hands-on experience supporting PC and Mac systems, strong customer service skills, and the ability to diagnose and resolve technical issues in a fast-paced environment.
Requirements
- 5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
- Experience supporting Windows and macOS environments.
- Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
- Experience with ticketing systems such as ServiceNow or Remedy.
- Strong troubleshooting skills across hardware, software, and network issues.
- Excellent communication and customer service skills.
Nice To Haves
- Experience in a federal or regulated environment (e.g., NIH, CMS).
- Familiarity with ITIL framework and service management processes.
- Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications (MCDST, MCITP).
- Experience with Apple Device Support, remote support tools and endpoint management solutions.
- Knowledge of networking concepts including VPN, DNS, and DHCP.
Responsibilities
- Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support.
- Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
- Support enterprise applications and internally developed systems.
- Administer email systems (e.g., Outlook, Exchange, O365).
- Manage user accounts, directories, and permissions (Active Directory).
- Diagnose and resolve printer, peripheral, and network connectivity issues.
- Install, configure, and maintain operating systems and desktop applications.
- Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
- Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
- Maintain accurate documentation and contribute to knowledge base articles and SOPs.
- Provide on-site and remote support, including VIP support when required.
- Ensure compliance with organizational security policies and procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
