Tier 2 Help Desk Specialist

About the role

The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents within a large government IT program. The role focuses on endpoint management, identity administration, and collaboration platforms, working closely with Tier 1 and Tier 3 teams to ensure high‑quality service and compliance with SLAs.

Key responsibilities

• Resolve escalated hardware, software, and network issues for approximately 1,350 employees and contractors.
• Manage endpoint compliance, patching, imaging, and encryption using Microsoft Intune and SCCM/MECM.
• Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta, enforcing MFA and conditional access policies.
• Support collaboration tools such as Microsoft Teams, SharePoint, and Exchange Online, including VIP queue handling.
• Maintain incident lifecycle in ServiceNow, ensuring SLA adherence and accurate documentation.
• Analyze recurring incidents, create knowledge articles, and mentor Tier 1 staff to improve first‑call resolution.

Required profile

• Minimum 3 years of experience in IT support or help desk environments.
• Bachelor's degree in IT, Computer Science, or a related discipline.
• Strong analytical and communication skills.

Required skills

• Microsoft Intune
• SCCM/MECM
• Active Directory
• Azure AD / Entra
• Okta
• ServiceNow
• Nessus vulnerability scanning
• BitLocker encryption
• Microsoft Teams, SharePoint, Exchange Online