Tier 2 Help Desk Specialist

Systems Engineering Solutions Corporation•Alexandria, VA

About The Position

The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, with a focus on endpoint management, identity administration, and collaboration platforms. The role uses tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow to resolve complex hardware, software, and network issues. The specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root causes and long-term fixes, and ensures compliance with service-level agreements and security standards while delivering high-quality support to end users. The program delivers Tier 1, Tier 2, and Tier 3 IT infrastructure support to approximately 1,350 government employees and contractors nationwide. Its services help sustain and enhance the IT environment and provide secure, reliable, and scalable support responsive to the agency’s evolving business and mission needs.

Requirements

Bachelor’s degree in IT, Computer Science, or a related discipline, or four additional years of experience if no degree.
At least 3 years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities.
Experience with remote desktop tools, ticketing systems, and ITSM platforms such as ServiceNow, Remedy, or Jira.
Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications.
Ability to obtain public trust security clearance.
Experience with Microsoft Intune and/or SCCM/MECM.
Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA.
Experience using ServiceNow or an alternative IT Service Management or ticketing system.
Familiarity with the Microsoft 365 collaboration stack, including Teams, Exchange Online, and SharePoint.

Nice To Haves

CompTIA A+ certification.
HDI Desktop Support Technician certification.
ITIL v4 Foundations certification.
Microsoft Certified: Endpoint Administrator Associate certification.
ServiceNow System Administrator certification.
Analytical thinking, customer focus, communication, collaboration, time management, adaptability, attention to detail, and initiative.

Responsibilities

Communicate issue status and resolution progress to end users and stakeholders.
Troubleshoot escalated Tier 1 tickets involving endpoint and desktop management, messaging, collaboration, and business applications.
Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
Collaborate with Tier 3 and engineering teams on problem resolution, system upgrades, and long-term corrective actions.
Manage incidents from escalation through resolution, ensuring SLA adherence and proper documentation.
Manage endpoint compliance and patching through Intune and SCCM, and remediate vulnerabilities identified by Nessus scans.
Perform operating system imaging and BitLocker encryption for new deployments and refresh cycles.
Provide laptop, desktop, and phone support and provisioning.
Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
Support Teams, SharePoint, and Exchange Online, including VIP queue handling and white-glove support.
Develop, maintain, and update knowledge articles.
Maintain accurate SLA/OLA reporting using ServiceNow dashboards and contribute to the continual improvement register.
Analyze recurring incidents to identify root causes and recommend improvements to systems, technology, or processes.
Mentor and provide technical guidance to Tier 1 staff to improve first-call resolution rates.