Tier 2 Help Desk Specialist
$31,200,000–$52,000,000 year
On-siteAlexandria, Virginia, United States
Job Summary
Support escalated incidents involving endpoint management, identity administration, and collaboration platforms using Microsoft Intune, SCCM, Active Directory, and ServiceNow. Diagnose hardware, software, and network issues while partnering with Tier 1 and Tier 3 teams to resolve root causes and implement long-term fixes. Manage incident lifecycles, enforce access controls, and maintain endpoint compliance and patching schedules. Mentor Tier 1 staff to improve first-call resolution rates and analyze recurring incidents to recommend process improvements. Ensure adherence to SLAs, document resolutions, and maintain accurate reporting dashboards.
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 using 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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