IT Specialist Helpdesk II
Job in
New Carrollton, Prince George's County, Maryland, USA
Listed on 2026-08-06
Listing for:
Bizzell Group
Full Time
position Listed on 2026-08-06
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Cybersecurity
Job Description & How to Apply Below
Description
The IT Specialist II provides advanced technical support, system administration, and endpoint management across Bizzell’s enterprise and federal contract environments. This role handles initial and escalated incidents, administers Microsoft 365 and Entra , supports cloud and endpoint security, and ensures compliance with organizational and contract-specific standards. This specialist has the ability to solve complex issues and contributes to improving IT systems, automation, and security posture.
Scopeof Work:
The Specialist will perform the following services:
- Act as the initial point of contact for users seeking technical assistance via phone, chat, email, or in person.
- Provide first and second-level technical support for customer queries related to computer hardware, software, and systems.
- Collect customer data to identify the nature of the request and determine the best resolution.
- Log all service calls into the help desk call tracking system and ensure all tickets are monitored, distributed, and resolved in a timely fashion.
- Resolve escalated L2 incidents related to Windows, macOS, mobile devices, VPN, MFA, conditional access, and other tools.
- Escalate unresolved queries to a higher level of support and follow up with end users to provide feedback and resolution updates.
- Perform root cause analysis of recurring issues and develop long‑term solutions.
- Provide guidance and coaching to Tier I staff when needed.
- Ability to lead technical onboarding training
- Manage and troubleshoot issues involving:
- Entra , groups, and conditional access
- M365 policies and configurations
- Permissions
- Implement and maintain endpoint security controls, including Defender, Huntress, MFA, and secure baseline policies.
- Help maintain asset tracking, patch compliance, and zero‑trust policies.
- Support backend systems and cloud services as assigned (Azure, Intune, Defender, device policies).
- Perform routine maintenance and updates on workstations, printers, and network‑connected devices.
- Document configurations, troubleshooting steps, and internal SOPs.
- Write/maintain small Power Shell/Python scripts for automation or data handling.
- Recommend improvements for workflows, ticket routing, and system management.
Qualifications:
- Bachelor’s degree in IT, Computer Science, Information Science, or related field (preferred).
- 1-3+ years of technical support or system administration experience.
- Proficiency with M365, Entra , Intune, Windows, and macOS support.
- CompTIA A+, Network+, Security+, or equivalent certifications (preferred).
- Strong troubleshooting, communication, and documentation skills.
- Problem-solving & analytical skills
- Technical depth across identity, devices, and other related systems
- Ability to work independently and as a team
- Customer‑centric communication
- Strong time and task management
- Understanding of security and compliance requirements
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