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Closed on August 29, 2026.

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Elite Talent Hub

Helpdesk Specialist

Elite Talent Hub
Bethesda, MD $30 - $33/hr Full time Posted 1mo ago
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
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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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