Help Desk Specialist II- Tier 2 Support

Job Description

Job Description

Help Desk Specialist II

Task 3: TSD Advanced Support (Tier II)

Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance

Rotating shifts, 24x7x365 coverage required

BILINGUAL PREFERRED

Help Desk Specialist II (Tier 2 Advanced Support) – Remote Flexibility | 24/7 Operations

Take your IT support expertise to the next level in a dynamic, mission-driven environment supporting critical technical operations. This Tier 2 role is ideal for experienced support professionals who excel at advanced troubleshooting, problem resolution, and delivering exceptional user support in a fast-paced 24/7/365 setting.

As a Help Desk Specialist II, you’ll provide second-level technical support for escalated incidents and service requests received through ticketing systems and live transfers. You’ll troubleshoot complex technical issues involving Windows environments, Active Directory, Microsoft 365, Outlook, VPN connectivity, remote access tools, authentication methods, and mobile device management platforms.

Responsibilities include diagnosing and resolving hardware, software, remote access, and account-related issues; supporting desktops, laptops, tablets, printers, and peripherals; performing remote software installations; documenting and managing tickets; and escalating issues to specialized teams or vendors when needed.

What You Bring:

• High school diploma or equivalent (Associate degree in IT preferred)

• 2+ years of IT help desk or technical support experience with Tier 2 troubleshooting responsibilities

• Strong knowledge of Windows, Active Directory, Microsoft Office 365, Outlook, and mobile device management tools

• Experience supporting VPN technologies, remote access environments, and secure authentication methods

• Ability to work rotating shifts, including nights, weekends, and holidays

• U.S. Citizenship and ability to pass a background investigation

Preferred Qualifications:

• CompTIA A+, Network+, Security+, HDI, ITIL, or similar certifications

• Experience with ServiceNow or enterprise ITSM platforms

• Hands-on knowledge of AirWatch/Workspace ONE, VPN solutions, and remote workforce technologies

• Prior experience supporting federal, government, or highly regulated environments

If you enjoy solving complex technical challenges, supporting critical users, and working in a collaborative operations environment, this is a strong opportunity to grow your advanced IT support career.