Tier 2 Help Desk Specialist
$31,200,000–$52,000,000 year
On-siteAustin, Texas, United States
Austin, Texas, United StatesOn-siteFull Time$31,200,000–$52,000,000 yearMid LevelBachelors DegreeSmall
Full TimeMid LevelBachelors DegreeSmall
Job Summary
Support escalated incidents for 1,350 government employees, focusing on endpoint management, identity administration, and collaboration platforms using Microsoft Intune, SCCM, Active Directory, and ServiceNow. Diagnose hardware, software, and network issues while collaborating with Tier 3 engineers on root cause analysis and long-term fixes. Administer access controls, enforce MFA policies, and manage incident lifecycles ensuring adherence to SLAs. Provide mentoring to Tier 1 staff, develop knowledge articles, and analyze recurring issues to recommend process improvements.
Required Qualifications
- 3 years of experience
- Bachelor's degree in IT, Computer Science, or related discipline
- 3+ years of progressive IT support experience
- Tier 1 and Tier 2 support responsibilities
- Experience with remote desktop tools
- Experience with ticketing systems
- Experience with ITSM platforms
- Strong working knowledge of endpoint/desktop management
- Strong working knowledge of messaging
- Strong working knowledge of collaboration
- Strong working knowledge of business applications
- Ability to obtain public trust security clearance
- Experience with Microsoft Intune
- Experience with SCCM/MECM
- Proficiency in Active Directory
- Proficiency in Azure AD/Entra
- Proficiency in Okta
- Experience using ServiceNow
- Experience with alternative IT Service Management / Ticketing system
- Familiarity with Microsoft 365 collaboration stack
- Analytical Thinking
- Customer Focus
- Communication
- Collaboration
- Time Management
- Adaptability
- Attention to Detail
- Initiative
Desired Qualifications
- CompTIA A+
- HDI Desktop Support Technician
- ITIL v4 Foundations
- Microsoft Certified: Endpoint Administrator Associate
- ServiceNow System Administrator
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