Help Desk Technician Tier II

Role Overview

The Technical IT Support Specialist, Associate is responsible for providing Tier 2 IT support to end-users within the organization. This role ensures the effective resolution of technical issues across various communication channels, including phone, in-person support, and remote assistance.

Serves as the Tier 2 Support for the computer user community, responds to customers via phone, in person, and through remote support channels, and troubleshoots IT incidents to either resolve or elevate outside the Service Desk according to service level guidance.

Must be able to obtain a Public Trust clearance, requires technical computer and customer service skills, and general experience includes increasing responsibilities in information technology service management.

• Bachelor’s degree, or an Associate degree with two (2) years of relevant work experience in IT customer support, or H.S. diploma with at least four (4) years of relevant work experience
• Knowledge of current PC and Apple Macintosh operating systems
• Must be able to obtain a Public Trust clearance

• Personal Time Off (PTO)
• Medical
• Dental
• Vision
• Supplemental life with AD&D
• Short and long-term disability
• Flexible spending accounts
• Parental leave
• Legal services
• 401(k) Retirement Plan with matching component