IT Help Desk – Tier 2

NGEN•Lanham, MD

23h•Onsite

About The Position

NGEN is a dynamic MSP provider committed to delivering innovative, people-centered technology solutions. With a team of 50+ professionals, we're building a culture that prioritizes operational excellence and employee experience. The Tier 2 Technician is responsible for resolving more complex technical issues that go beyond Tier 1 support, providing advanced troubleshooting for both hardware and software systems. This role requires strong critical thinking skills and a deeper understanding of system architecture, tools, and infrastructure. The technician provides on-site, remote support and is required to participate in on-call rotations to ensure timely and effective resolution of technical issues impacting end-users and business operations. This as a full time on-site position.

Requirements

2-4 years of experience in IT or desktop support
Strong technical knowledge of Windows environments, networking basics, and IT tools
Maintain a valid driver's license, registration and insurance, and own a reliable vehicle

Nice To Haves

Associate’s degree and/or Bachelor’s preferred, but not required
Certifications: CompTIA Security Plus, Network+ Microsoft & ITIL Certifications are a plus

Responsibilities

Resolve escalated support issues involving hardware, software, and network challenges.
Perform software installations, updates, and basic server maintenance.
Collaborate with Tier 3 technicians or system administrators to support infrastructure improvements and project initiatives.
Coach or train Tier 1 technicians when necessary.
Perform system administration tasks, including overnight backups, system updates, & patch management.
Document support activities, solutions, and system changes in the service management platform.