Help Desk Technician (Tier 2 Agent)

The Tier 2 Agent provides on-site and advanced technical support to the agency and regional offices, resolving hardware/software issues and ensuring timely service delivery. This role is critical for the smooth operation of IT infrastructure and customer support. Tier 2 agents act as a bridge between Tier 1 and Tier 3 support, handling escalated tickets and maintaining customer satisfaction.

Requirements

• Associate’s degree or higher in IT-related field
• 3–5 years of IT support experience
• 2+ years in a desk-side/Tier 2 support role
• Strong troubleshooting skills with Windows 10/11
• Familiarity with ServiceNow
• Knowledge of imaging, patching, and endpoint security tools
• U.S. Citizen

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term & Long-Term Disability
• 401k Retirement Savings Plan
• Paid Holidays
• Paid Time Off (PTO)
• Tuition and Professional Development Assistance
• Parking/Travel Reimbursement