Helpdesk Specialist
Active Directory
Apple Device Support
Application Support
Azure Active Directory
Cloud Platforms
Computer Skills
Customer Service
End User Support
Hardware Support
Help Desk Support
Identity and Access Management
Incident Management
Information Technology (IT)
Issue Tracking
It Service Management
IT Services
ITSM
Microsoft 365
Office 365
Onsite
Phone Support
Remedy
Remote Desktop Tools
Remote Support
Remote Support Tools
Service Desk
ServiceNow
Servicenow
Specialist
Technical Support
Tiered Support
Windows
Job Description
Elite Talent Hub is seeking a Helpdesk Specialist (Tier 2) to deliver advanced technical support and escalate Tier 1 issues for desktop systems, applications, and enterprise tools across Windows and macOS environments. This hybrid role is based in Bethesda, MD, offering on-site and remote support as required.
Responsibilities
- Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support, ensuring timely resolution and clear communication.
- Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
- Support enterprise applications and internally developed systems.
- Administer email systems (e.g., Outlook, Exchange, Office 365).
- Manage user accounts, directories, and permissions (Active Directory).
- Diagnose and resolve printer, peripheral, and network connectivity issues.
- Install, configure, and maintain operating systems and desktop applications.
- Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
- Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
- Maintain accurate documentation and contribute to knowledge base articles and SOPs.
- Provide on-site and remote support, including VIP support when required.
- Ensure compliance with organizational security policies and procedures.
Requirements
- 5+ years of experience in Help Desk / Service Desk support (Tier 2 preferred).
- Experience supporting Windows and macOS environments.
- Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
- Experience with ticketing systems such as ServiceNow or Remedy.
- Strong troubleshooting skills across hardware, software, and network issues.
- Excellent communication and customer service skills.
Technologies
- Windows
- macOS
- Outlook
- Exchange
- Office 365
- Active Directory
- Azure AD
- ServiceNow
- Remedy
- Jira
- Apple Device Support
- Remote support tools
- Endpoint management solutions
Pay
Hourly rate: USD 30.00 - 33.00 per hour
Work Location
Hybrid remote in Bethesda, MD 20811
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