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Tier 2 Helpdesk

We are currently seeking technically sound Tier 2 Support reps in the Silver Spring Bethesda area.  The project will last 5-6 months and possibly longer for good reps.

We are looking to pay 20-25/hr DOE


The IT Support Technician's role is to ensure proper computer, printer and network operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Tier 2 Technicians will be the initial point of contact for customers engaging the client's Support Center as well as an escalation point for Tier 1 Technicians. Tier 2 Technicians are responsible for the logging of all incoming communications (email, voicemail, live calls, etc.) into the Incident Management ticketing system in a timely manner with correct prioritization. The Tier 2 Technician will perform troubleshooting for larger incidents using all available resources with the objective of resolving each incident efficiently while exceeding customer service and experience expectations.


Provide technical assistance with computer hardware and software
Field incoming requests from end users via telephone, e-mail or other established support channels
Resolve issues for clients via phone, in person, or electronically
Track customer issues and resolutions
Document all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolution
Resolve incidents escalated by Tier 1 Technicians
Utilize knowledgebase, FAQ's, teammates and all other available resources to aid in incident resolution in order to resolve customers' issues effectively and efficiently
Identify and learn appropriate software and hardware used and supported by the organization
Perform preventative maintenance when needed including checking and cleaning workstations, printers and peripherals
Perform post-resolution follow-ups to help requests
Contribute to overall team effort in achievement of established SLA's
Consistently meet and exceed established benchmarks in performance set forth by management for all Tier 2 Associates


3-5 years' experience in IT help desk and/or customer service
Ability to build rapport with clients
Strong troubleshooting and critical thinking skills
Positive and professional demeanor
A+ and/or Net+ Certifications preferred
Knowledge of basic computer hardware; knowledge of POS equipment preferred
Experience with desktop operating systems
Working knowledge of a range of diagnostic utilities
Strong understanding of the organization's Mission, Vision and Values
Exceptional written and oral communication skills
Exceptional interpersonal skills with a focus on rapport building and teamwork
Strong documentation skills

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