Tier 2 Help Desk Specialist

Years of Experience : 3 years of experience

Education Requirements : Bachelor’s degree in IT, Computer Science, or related discipline

Program Description : The contractor shall provide IT Infrastructure support services, which includes Tier 1 Help Desk, Tier 2 End User Support, Tier 3 Server, Platform, and Network Infrastructure Support and Engineering. Services shall include, but are not limited to, technical assistance for hardware, software, and network issues; incident and problem resolution; service request management; infrastructure monitoring and support; hardware and software lifecycle support; and management of escalation across all tiers.

Position Description : The Tier 2 Help Desk Specialist provides advanced technical assistance and problem resolution for escalated issues that cannot be resolved by Tier 1 support. This role requires strong technical expertise, analytical ability, and effective communication skills to troubleshoot complex hardware, software, and network issues. The Tier 2 Specialist collaborates closely with Tier 1 technicians, Tier 3 engineers, and system administrators to ensure prompt, efficient, and high-quality support to end users.

Responsibilities :

• Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint / desktop management, messaging, collaboration, and business applications.
• Analyzes recurring issues to identify potential areas for improvement within systems or processes.
• Manages documenting incidents, updating knowledge bases, and collaborating with other technical teams. Provides laptop / desktop / phone support and provisioning.
• Develop, maintain, and update knowledge articles in support of shift left troubleshooting at Tier 1.
• Provide second-level technical support for escalated incidents and service requests from Tier 1 Help Desk.
• Diagnose and resolve complex hardware, software, and network problems through in-depth analysis and troubleshooting.
• Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
• Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
• Support installation, configuration, and maintenance of operating systems, applications, and end-user devices.
• Administer user accounts, permissions, and group policies in Active Directory, Exchange, and related systems.
• Analyze recurring incidents to identify root causes and recommend process or technology improvements.
• Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.
• Communicate effectively with end users and stakeholders regarding issue status and resolution progress.

Requirements

Required Skills :

Preferred Skills

Soft Skills :

Benefits

SES provides a competitive salary and the following benefits :