Tier 2 Help Desk Specialist
 Systems Engineering Solutions Corporation | |
life insurance, paid time off, 401(k)
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 United States, Texas, Austin | |
 Dec 09, 2025 | |
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Years of Experience: 3 years of experience Education Requirements:Bachelor's degree in IT, Computer Science, or related discipline Program Description: The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs. Position Description: The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users. Responsibilities:
Years of Experience: 3 years of experience Education Requirements:Bachelor's degree in IT, Computer Science, or related discipline Program Description: The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs. Position Description: The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users. Responsibilities:
* Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree * 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities * Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira). * Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications. * Ability to obtain public trust security clearance * Experience with Microsoft Intune and/or SCCM/MECM * Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA * Experience using ServiceNow or alternative IT Service Management / Ticketing system Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint) Preferred Skills CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations, Microsoft Certified: Endpoint Administrator Associate, ServiceNow System Administrator Soft Skills: * Analytical Thinking: Quickly identifies technical problems and determines effective solutions. * Customer Focus: Maintains professionalism and empathy while resolving complex or escalated user issues. * Communication: Clearly explains technical concepts to non-technical users and writes concise documentation. * Collaboration: Works closely with cross-functional teams and mentors junior support staff. * Time Management: Prioritizes and manages multiple open tickets to meet response and resolution SLAs. * Adaptability: Responds effectively to changing technologies and evolving support environments. * Attention to Detail: Accurately documents troubleshooting steps and resolutions in ticketing systems. * Initiative: Proactively identifies opportunities to improve systems, processes, and user experiences. SES provides a competitive salary and the following benefits:
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