Help Desk Specialist II

Job Summary

Providing advanced Tier II technical support, the full-time remote Help Desk Specialist II will troubleshoot and resolve hardware, software, network, and access-related issues for employees and external customers while managing incidents through ServiceNow.

Key responsibilities:

• Deliver 24x7x365 Tier II technical support for incidents and requests via ServiceNow and phone
• Perform advanced remote troubleshooting for mobile devices, email, VPN access, and Microsoft Office products
• Resolve and process tickets efficiently, ensuring timely escalation of complex issues when necessary

Required qualifications:

• Minimum 2 years of IT help desk or technical support experience with Tier II-level troubleshooting
• Strong knowledge of Windows OS, Active Directory, Microsoft Office 365, and mobile device management
• Experience with VPN technologies and remote access tools
• Ability to work rotating shifts, including nights, weekends, and holidays
• Sole U.S. citizenship and ability to pass a CBP Background Investigation