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Tier 2 Help Desk Specialist

Input Technology Solutions
Rockville, MD
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Input Technology Solutions is looking for a Tier 2 Help Desk Specialist for an opportunity with a client of ours in the Rockville, MD area!

The Tier 2 Help Desk Specialist – Tier 2 primarily serves as the person in the field directly interfacing with clients, whether through dispatch or permanent staff augmentation at the client site. At the Tier 2 level, the Help Desk Specialist will analyze customer needs using critical thinking skills and expertise in IT to resolve customer issues and/or work with Sr. Engineers for escalation support. The Help Desk Specialist - Tier 2 is also responsible for implementing special projects and assignments as determined by higher-level team members. Finally, the Help Desk Specialist will serve as the escalation point for Tier 1 Technical Support Engineers.

Key Responsibilities and Duties:

Help Desk/Special Projects:

  • Receive escalation of unresolved customer requests from Technical Support Engineers– Tier 1, correctly evaluating the nature of the customer's concern/need
  • Appropriately prioritize incoming requests from TSE – T1's and determine daily workflow that ensures progress on special projects is being made and tickets resolved in a timely manner
  • Communicate progress of special projects to customer and TSE – T1's on progress, giving estimated timetables of progress and deadlines where possible
  • Immediately communicate any variants in meeting timetable and deadlines to customer and/or TSE Tier 1's and provide solution(s)
  • When necessary, and if unable to successfully troubleshoot, escalates unresolved customer requests (ticket) to higher level engineers (Tier 3)
  • Serve as overflow support when Tier 1 Technical Support Engineers are at capacity
  • Participates in the monthly on-call rotation and responds to after-hours alerts promptly

Dispatch to Customer Sites:

  • Travel within the Washington DC metro area to client sites to perform work onsite at a customer location
  • Maintain a high standard of courtesy and professionalism when interacting with clients
  • Promptly communicate changes to schedule including unforeseen delays to the client and the Director of Technology services

Staff Augmentation:

  • Onsite placement at an assigned client or clients on a fixed schedule between 1 and 5 days per week
  • Provide in-person support to staff at the client location, including escalating issues to remote Tier 3 engineers when necessary
  • Develop positive relationships with clients' staff and the designated client point of contact
  • Represent the clients interest when interacting with external vendors and consultants on their behalf

Customer Satisfaction:

  • Ensure SLA alerts are met at 100% within expected timeframe as established by leadership
  • Provide personable, professional service to ensure customer feedback to leadership is positive

Job Qualifications:


  • 3-5 years of hands-on IT experience in a professional environment
  • Experience administering and troubleshooting Microsoft Exchange 2010/2013 and Office 365
  • Working knowledge of small to medium office (10-50 User) networking
  • Strong expertise in desktop administration and support, both Windows (7, 8 & 10) and Mac OS including configuration and troubleshooting
  • Able to administer email/collaboration platforms, both hosted (Office 365, GApps), or on-premise (Microsoft Exchange)
  • Basic troubleshooting and familiarity with server administration including user and permission management
  • Previous MSP experience or experience with PSA software (ie.. Autotask, Connectwise) preferred
  • Experience with VolP platforms including ShoreTel, Cisco, Mitel and Skype for Business preferred

Education and Certifications:

  • Bachelor's degree in Information Technology or related field
  • Net+
  • MCSA and CCNA
  • Valid Driver's License with reasonably clean record

Other Skills:

  • Ability to manage multiple tasks and follow-through on assignments in a timely manner
  • Strong communicator
  • Strong critical thinking and troubleshooting abilities
  • Able to work independently to provide an exceptional level of customer service
  • Basic familiarity with common line of business applications such as QuickBooks, Microsoft Dynamics, iMIS
  • Preferred experience working with non-profit or association organizations

Input Technology Solutions


Rockville, MD



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