Tier 2 Help Desk Specialist

Fusion Advanced Technology • Baltimore, MD

1d

About The Position

This role focuses on providing advanced technical support, responding to tickets and support requests that require deeper troubleshooting than frontline customer service can provide. The specialist will diagnose user, configuration, data, and application issues, determine escalation needs, and document all incidents and resolutions. The position involves supporting user administration, issue replication, configuration checks, and minor fixes, as well as coordinating with technical leads and external contacts on escalated incidents. A key part of the role includes contributing to knowledge articles, release support, and training materials.

Requirements

• High school diploma required
• Two or more years of help desk, desktop support, application support, portal support, or user support experience.
• Comfortable with ticketing, issue triage, root-cause analysis, and escalation discipline.
• 1+ year in portal support, application support, desktop support, or user support triage
• Direct support experience for government systems, Salesforce portals, CCATS-adjacent environments, or Maryland State users preferred.

Nice To Haves

• IT coursework or associate degree preferred.
• Experience serving as Tier 1/Tier 2 support or application administrator for a statewide or enterprise system.
• Experience with portal support, user provisioning, ticketing systems, and service desk metrics.
• Experience troubleshooting business applications rather than hardware only.
• Experience with Maryland or government platforms is a plus.

Responsibilities

• Respond to tickets and support requests that require deeper troubleshooting than frontline customer service can provide.
• Diagnose user, configuration, data, and application issues and determine whether escalation is required.
• Document incidents, resolutions, workarounds, and system changes in the support tracking system.
• Support user administration, issue replication, configuration checks, and minor fixes where authorized.
• Coordinate with technical leads, portal teams, and State support contacts on escalated incidents.
• Contribute to knowledge articles, release support, and training materials.

Benefits

• medical
• dental
• vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED