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Help Desk Level Two Jobs in Maryland (NOW HIRING)

Synergy ECP

Help Desk Specialist

Columbia, MD · On-site

Citizenship Help Desk Level 2 Description : Provides 24x7 Help Desk support as defined by first response/Tier 2 support. Provides phone and in-person support to users in the areas of e-mail, LAN/WAN ...

Beyond SOF

Help Desk Specialist I

Laurel, MD · On-site

Position Summary The client is looking for a Help Desk Specialist with a TS/SCI Full Scope Poly ... Candidate must have a DoD 8570 Level II certificatiom - Security + certification.

Leisnoi Incorporated

Help Desk Technician

Baltimore, MD · On-site

$21/hr

Job Title Help Desk Technician Education N/A Location Baltimore, MD - Baltimore, MD US (Primary ... Level 2 support when necessary Ticket Management • Open a service ticket for every customer ...

Syntricate Technologies

Help Desk

Annapolis, MD · On-site

$19.75 - $26.75/hr

Syntricate Technologies is seeking a Help Desk professional to provide support to both onsite and ... Required : • 2+ years of professional work experience • experience maintaining, monitoring ...

Quevera

Help Desk Specialist

Odenton, MD · On-site

Job Summary : Quevera is seeking a Help Desk Specialist to join our team. The role involves ... Level I (SEC+; CCNA; A+; Net+) Company : Quevera offers consulting and software engineering ...

Integral

Help Desk Manager

Fort George G Meade, MD · On-site

$120K - $135K/yr

... level agreements (SLAs). * Responsible for identifying and implementing service improvement ... Bachelor's Degree with 5 years of experience in IT support * 2 years of support as a Help Desk ...

TEKsystems

Help Desk/Deployment SME

Bethesda, MD · On-site

$36.06/hr

Skills Tier ii escalation, Help desk support, Help desk, Customer service, Active directory, device ... Experience Level Intermediate Level *****This position requires an active DoD Clearance (Secret ...

Integral

Help Desk Manager

Fort George G Meade, MD · On-site

$120K - $135K/yr

... level agreements (SLAs). * Responsible for identifying and implementing service improvement ... Required: * · Bachelor's Degree with 5 years of experience in IT support * · 2 years of support ...

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Help Desk Level Two information

What is a help desk level two?

Help Desk Level Two technicians are IT support professionals who handle more complex technical issues that cannot be resolved by Level One support. They typically have deeper technical knowledge and troubleshooting skills, allowing them to solve software, hardware, and network problems. These technicians may also assist with system installations, configurations, and escalate unresolved issues to higher-level IT staff if necessary. Their role is crucial for maintaining efficient IT operations and ensuring user satisfaction.

What are the typical challenges faced by a help desk level two technician, and how can they be addressed?

Help Desk Level Two technicians often encounter complex technical issues that require in-depth troubleshooting beyond basic support. A common challenge is balancing multiple high-priority tickets while ensuring timely resolution and effective communication with both end-users and Level One support teams. To address these challenges, technicians should develop strong problem-solving skills, maintain clear documentation, and foster collaboration with other IT specialists. Staying current with system updates and participating in ongoing training can also help Level Two technicians handle escalated issues more efficiently.

What are the key skills and qualifications needed to thrive as a help desk level two professional, and why are they important?

To thrive as a Help Desk Level Two professional, you need solid troubleshooting skills, in-depth knowledge of operating systems and networks, and typically an associate's degree or relevant certifications like CompTIA A+ or Microsoft Certified. Familiarity with ticketing systems such as ServiceNow, remote desktop tools, and diagnostic utilities is often required. Strong communication, patience, and problem-solving abilities help you resolve complex technical issues and support end users effectively. These skills are crucial for efficiently addressing escalated IT problems, ensuring minimal downtime, and maintaining user satisfaction.

What is the difference between Help Desk Level Two vs Help Desk Level One?

AspectHelp Desk Level TwoHelp Desk Level One
CertificationsCompTIA A+, HDI Support Center AnalystCompTIA A+, ITIL Foundation
ResponsibilitiesAdvanced troubleshooting, issue escalation, technical supportBasic troubleshooting, ticket logging, first contact support
Work EnvironmentHelp desk, IT support teams, technical departmentsHelp desk, customer service, support centers
Skills NeededTechnical troubleshooting, communication, problem-solvingCustomer service, basic technical knowledge

Help Desk Level Two professionals handle more complex technical issues, escalate problems, and provide advanced support, whereas Help Desk Level One staff focus on initial contact, basic troubleshooting, and ticket management. Level Two roles require more technical certifications and experience, making them suitable for those seeking to advance in IT support careers.

How long does it take to become a help desk level two?

Becoming a Help Desk Level Two typically requires 1 to 3 years of experience in IT support, along with developing skills in troubleshooting, networking, and customer service. Many professionals obtain certifications such as CompTIA A+ or Network+ to advance to this role more quickly.

What cities in Maryland are hiring for Help Desk Level Two jobs?

Cities in Maryland with the most Help Desk Level Two job openings:

Help Desk Level Two jobs near you

Help Desk Specialist

Columbia, MD • On-site

Synergy ECP
IT Services • 51 - 200 employees
Learn more about Synergy ECPexternal

Full-time

Re-posted 14 days ago

Job description

Company Information:
Synergy ECP is a Service Disabled Veteran-Owned Small Business SD(VOSB) that was formed in July 2007 with Headquarters in Columbia, MD and is made up of talented, dedicated staff to provide a broad range of services to the defense, intelligence and health care industries.
In an ultra-competitive environment, Synergy ECP has thrived by adhering to our name, making sure excellence is displayed by our Employees, to our Customers and by Improving Performance (ECP).
It's what sets us apart, enabling us to be an autonomous yet agile business that delivers huge results - showing we're ready to meet our customers' evolving demands.
Synergy ECP has earned a client list that includes numerous Fortune 100 companies, in addition to multiple branches of the US government and military services.
Synergy ECP is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected class.
Clearance Required: TS/SCI
Other Requirements: U.S. Citizenship
Help Desk Level 2 Description: Provides 24x7 Help Desk support as defined by first response/Tier 2 support. Provides phone and in-person support to users in the areas of e-mail, LAN/WAN, directories, standard desktop images and applications, COTS and GOTS applications. Serves as the initial point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
Help Desk Level 2 Qualifications: Three (3) years of Help Desk experience with a Bachelor's Degree in a Business, Technical or Math related field. Five (5) years with an Associate's Degree or seven (7) years' experience may be substituted for the Bachelor's Degree.

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