Tier 2 IT Support Specialist

Job Summary

Providing critical escalation support, the full-time Tier 2 IT Support Specialist will deliver remote technical assistance for hardware, software, and networking issues during after-hours shifts, ensuring timely resolutions and exceptional customer service.

Key responsibilities

• Respond to escalated tickets from Tier 1, diagnosing and resolving issues related to VPN connectivity and desktop software
• Provide remote support for hardware and software, including installations, upgrades, and troubleshooting telecommunications equipment
• Assist with user account management and maintain inventory accuracy through asset and configuration management practices

Required qualifications

• Associate's degree in Information Technology or a related field, or equivalent job experience
• 2 years of relevant technical support or help desk experience, including hardware/software troubleshooting
• 1 year of experience with VPN, networking, and operating system upgrades
• 1 year of experience in account management and software deployment
• US Citizen with the ability to pass a comprehensive background check and maintain a favorable Public Trust background status