Helpdesk Specialist- Tier 2

Purpose

The Tier 2 Support Specialist provides desktop, end-user, and application support within a federal enterprise environment. This position resolves escalated technical issues from Tier 1, performs onsite support when necessary, manages service tickets, and supports Microsoft 365, mobile devices, applications, hardware, and software.

• Provide Tier 2 desktop and end-user technical support.
• Resolve incidents escalated from Tier 1.
• Perform onsite dispatch and technical support when required.
• Create, update, and maintain service tickets in Zendesk.
• Troubleshoot Microsoft 365 applications and services.
• Configure and support mobile devices.
• Install and remove software and applications.
• Troubleshoot workstation hardware, software, and connectivity issues.
• Support desktop imaging and configuration in accordance with applicable Government requirements.
• Maintain accurate ticket documentation and status updates.
• Meet established service-level and response-time requirements.
• Escalate complex technical issues to Tier 3 or other appropriate technical resources.
• Support first-contact and timely incident resolution goals.

• Previous Tier 2 desktop, end-user, or enterprise IT-support experience required.
• Experience supporting Microsoft 365 environments.
• Experience with hardware/software troubleshooting, mobile-device configuration, and application support.
• Experience using Zendesk or a comparable ticketing/ITSM platform.
• Familiarity with workstation imaging and enterprise IT support practices.
• Strong customer-service, communication, and troubleshooting skills.
• CompTIA A+ preferred.
• Security+ preferred.
• ITIL Foundation preferred.
• Ability to successfully complete and maintain a Public Trust background investigation.

Strativia understands that our staff is our number one asset. Therefore, we provide competitive salaries and health benefits along with a robust training and development plans to help ensure that our employees are happy and motivated.