Help Desk Technician (Tier 2 Agent)

The Tier 2 Agent provides on-site and advanced technical support for the agency, handling escalated incidents from Tier 1. They resolve hardware/software issues, manage Windows/Microsoft 365, and maintain excellent service delivery. This role is a crucial connection between triage and Tier 3 engineering, impacting both the user experience and the agency's operational efficiency.

Requirements

• Associate’s degree or higher in IT-related field preferred.
• 3–5 years of IT support experience, with 2+ years in a desk-side / Tier 2 support role.
• Strong troubleshooting skills with Windows 10/11, Microsoft 365, VPN, Active Directory, and mobile device management.
• Familiarity with ServiceNow (or similar ITSM ticketing platforms).
• Knowledge of imaging, patching, and endpoint security tools.
• CompTIA A+, Network+, or Security+ certifications preferred.
• ITIL v3/v4 Foundations and HDI Desktop Support Technician preferred.
• Must pass background investigation.
• U.S. Citizen.

Benefits

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