IT Help Desk - Tier 2

The Tier 2 IT Help Desk Technician will handle more complex troubleshooting for hardware, software, and network issues while supporting users on-site and remotely.

Responsibilities

• Resolve escalated support cases covering hardware, software, and network challenges
• Install and manage software, including updates, and perform basic server maintenance
• Support infrastructure improvements and project initiatives in collaboration with Tier 3 technicians and/or system administrators
• Provide coaching or training to Tier 1 technicians when needed
• Complete system administration tasks, including overnight backups, system updates, and patch management
• Maintain accurate documentation of support activity, resolutions, and system changes in the service management platform
• Participate in on-call rotations

Requirements

• 2 to 4 years of experience in IT or desktop support
• Strong working knowledge of Windows environments, networking basics, and relevant IT tools
• Preferred (not required) certifications: CompTIA Security+ and Network+
• Microsoft and ITIL certifications are a plus
• Maintain a valid driver’s license, registration, and insurance; own a reliable vehicle
• Associate’s degree and/or Bachelor’s degree preferred, but not required

Technologies

• Windows environments
• ITIL
• Microsoft

Benefits

• Competitive salary ($26 - $35 per hour) with a full benefits package
• Health, dental, and vision insurance
• 401(k)
• Mission-driven culture focused on innovation, trust, and people

Location: Lanham, MD (onsite)

Education: Associate’s degree and/or Bachelor’s degree (preferred, but not required)

Experience: Minimum 2 years