Tier II Advanced Support Agent

Tier II Advanced Support Agents provide second-level technical support to contract environments, handling escalated incidents and requests. They troubleshoot mobile devices, email, VPN connectivity, and other IT infrastructure issues, ensuring timely resolution and escalation to internal teams. The role emphasizes collaboration and continuous improvement within the company.

Requirements

• Associate’s degree or higher in Information Technology or related field (preferred)
• Minimum 3–5 years of experience in IT support, help desk, or technical troubleshooting
• ITIL v4 Foundation (required)
• CompTIA A+, Network+, or Security+ (preferred)
• Microsoft Certified Desktop Support Technician (MCDST) or equivalent (preferred)
• Strong technical troubleshooting skills for enterprise applications, networks, and operating systems
• Proficiency with ITSM tools (ServiceNow experience preferred)
• Ability to manage multiple escalations simultaneously while maintaining attention to detail.
• Strong communication skills for working directly with end-users and documenting technical solutions.
• Customer service focus with ability to explain complex issues in simple terms.

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