Help Desk Support Technician

Help Desk Support Technician

We are seeking a Help Desk Support Technician for Tier 2 Desk-Side Support in the Mid-Atlantic Region, specifically at our Parsippany, NJ and Washington DC area locations. This role requires providing on-site and remote technical assistance for escalated issues beyond Tier 1 scope to FDA users at both sites, ensuring efficient operation of hardware, software, and peripheral devices. The ideal candidate would possess a Public Trust clearance and would serve as the primary escalation point for advanced troubleshooting and ensure seamless end-user support.

Core Competencies

• Technical Knowledge – Solid grasp of OS, hardware, enterprise apps, and networking basics.
• Troubleshooting – Diagnose, escalate, and resolve advanced technical issues.
• Customer Service – Communicate clearly and professionally with end users.
• Sense of Urgency – Prioritize critical issues, meet SLAs.
• Documentation – Write clear ticket journal notes and closure details for transparency.
• SOP Adherence – Consistently follow standardized procedures for ticket handling.
• Collaboration – Work effectively with Tier 1, peers, and escalation teams.
• Adaptability – Adjust quickly to new technologies and shifting priorities.
• Attention to Detail – Ensure accuracy and completeness in tickets, notes, and resolutions.

Key Responsibilities & Essential Duties

• Resolve escalated tickets for hardware, software, and network issues.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Support enterprise applications and user account access.
• Assist with upgrades, patching, and rollouts.
• Write clear and complete ticket journal notes and closure comments.
• Follow standardized SOPs for ticket triage, escalation, and resolution.
• Maintain and update knowledge base articles for repeatable fixes.
• Collaborate with system admins, network, and application teams for escalations.
• Deliver excellent customer service while ensuring timely issue resolution.

Qualifications

Required:

• Associate's degree or higher in IT, Computer Science, or related field, or equivalent experience.
• Advanced understanding of enterprise systems, networks, and applications.
• 2–4 years of experience in technical support or IT operations.
• Excellent written and verbal communication skills.

Preferred:

• CompTIA A+, or other relevant certifications.
• Experience with ITSM tools, ticketing systems, and enterprise applications.
• Familiarity with multiple platforms (Windows, MacOS, Linux.)
• Ability to analyze recurring issues and recommend process improvements.

Required Clearances/ Certifications

• Authorized to work in the U.S.
• Must be able to acquire Public Trust Clearance.

Work Environment / Location Expectations

• Primarily onsite with possible hybrid options depending on business needs.
• Standard office environment with occasional lifting of IT equipment (up to 25 lbs.)
• Minimal travel required.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.