Shared Service Associate - Tier 2

TEKsystems • Owings Mills, MD

6d • Onsite

About The Position

We are seeking a skilled Tier 2 Help Desk / IT Support Specialist to join a fast-paced IT environment supporting internal users across the organization. This role is ideal for someone with strong troubleshooting experience who is comfortable working independently and handling escalated technical issues. You will play a key role in ensuring minimal downtime by resolving hardware, software, and end-user technology issues quickly and effectively.

Requirements

• 2–4 years of experience in IT support / help desk (Tier 2 preferred)
• Hands-on experience supporting both Windows and Mac operating systems
• Strong troubleshooting skills across hardware, software, and end-user environments
• Excellent customer service and communication skills
• Ability to explain technical concepts to non-technical users
• Experience in a fast-paced, process-driven environment

Nice To Haves

• Experience with ServiceNow or similar ITSM tools
• Knowledge of Active Directory and user administration
• Experience with Microsoft Intune, M365, and Windows environments
• Familiarity with networking concepts and WiFi-enabled devices
• Experience with Cisco video conferencing or Microsoft Teams Rooms
• Technical certifications such as CompTIA A+, Network+, or ITIL
• Exposure to scripting, packaging, or deployment
• A problem-solver who can work independently with minimal supervision
• Strong multitasking ability in a high-demand environment
• A customer-focused mindset with a sense of urgency
• Someone who thrives in a hands-on, on-site IT support role

Responsibilities

• Provide Tier 2 technical support to internal employees across multiple departments
• Diagnose and resolve hardware and software issues (laptops, mobile devices, peripherals)
• Configure, maintain, and support end-user systems and devices
• Troubleshoot issues related to Microsoft Office / M365, networking, and operating systems
• Support both Windows and Mac environments
• Support remote users and ensure seamless connectivity
• Document and track issues using an ITSM platform (ServiceNow preferred)
• Collaborate with IT team members to escalate and resolve complex issues
• Maintain system performance and ensure adherence to IT best practices

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed