Systems Engineering Solutions

Systems engineering consulting and integration services

Tier 2 Help Desk Specialist

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeAlexandria, VA, USANo salary listed

About the Job

Requirements

A bachelor's degree in IT, Computer Science, or a related discipline, or four additional years of experience if no degree is held.
At least three years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities.
Experience with remote desktop tools, ticketing systems, and IT service management platforms such as ServiceNow, Remedy, or Jira.
Strong working knowledge of endpoint and desktop management, messaging, collaboration, and business applications.
Ability to obtain public trust security clearance.
Experience with Microsoft Intune and/or SCCM/MECM.
Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and multifactor authentication.
Experience using ServiceNow or an alternative IT service management or ticketing system.
Familiarity with the Microsoft 365 collaboration stack, including Teams, Exchange Online, and SharePoint.

Responsibilities

Communicate with end users and stakeholders about issue status and resolution progress.
Troubleshoot escalated Tier 1 tickets involving endpoint and desktop management, messaging, collaboration, and business applications.
Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
Collaborate with Tier 3 and engineering teams to resolve problems, perform system upgrades, and implement long-term corrective actions.
Manage incidents from escalation through resolution, ensuring adherence to service-level agreements and proper documentation.
Manage endpoint compliance and patching through Intune and SCCM, and remediate vulnerabilities identified by Nessus scans.
Perform operating system imaging and BitLocker encryption for new deployments and refresh cycles.
Support and provision laptops, desktops, and phones.
Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta, and enforce multifactor authentication and conditional access policies.
Support Teams, SharePoint, and Exchange Online, including VIP queue handling and white-glove support.
Develop, maintain, and update knowledge articles.
Maintain accurate service-level and operational-level agreement reporting using ServiceNow dashboards, and contribute to the continual improvement register.
Analyze recurring incidents and issues to identify root causes and recommend system, process, or technology improvements.
Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.

Desired Qualifications

CompTIA A+ certification.
HDI Desktop Support Technician certification.
ITIL v4 Foundations certification.
Microsoft Certified: Endpoint Administrator Associate certification.
ServiceNow System Administrator certification.

Tier 2 Help Desk Specialist

Systems Engineering Solutions Corporation · Alexandria, United States · Full-time · Posted 2026-10-29

Workplace: on_site

Description

Years of Experience: 3 years of experience

Education Requirements:Bachelor’s degree in IT, Computer Science, or related discipline

Program Description: The program provides comprehensive Tier 1, Tier 2, and Tier 3 IT Infrastructure Support services to sustain and enhance its IT environment. These services are responsible for delivering IT services to approximately 1,350 government employees and contractors nationwide. The program provides expertise necessary for the delivery of secure, reliable, and scalable IT services that are responsive to the agencies evolving business and mission needs.

Position Description: The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users.

Responsibilities:

Incident Support
Communicate effectively with end users and stakeholders regarding issue status and resolution progress.
Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
Endpoint Management
Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans.
Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles.
Provides laptop/desktop/phone support and provisioning. Access Control
Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
Service Requests and Support
Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
Quality and Performance Develop, maintain, and update knowledge articles
Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register
Analyze recurring incidents to identify root causes and recommend process or technology improvements.
Analyzes recurring issues to identify potential areas for improvement within systems or processes.
Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.

Requirements

· Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree

· 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities

· Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira).

· Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications.

· Ability to obtain public trust security clearance

· Experience with Microsoft Intune and/or SCCM/MECM

· Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA

· Experience using ServiceNow or alternative IT Service Management / Ticketing system

Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint)

Preferred Skills

CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations, Microsoft Certified: Endpoint Administrator Associate, ServiceNow System Administrator

Soft Skills:

§ Analytical Thinking: Quickly identifies technical problems and determines effective solutions.

§ Customer Focus: Maintains professionalism and empathy while resolving complex or escalated user issues.

§ Communication: Clearly explains technical concepts to non-technical users and writes concise documentation.

§ Collaboration: Works closely with cross-functional teams and mentors junior support staff.

§ Time Management: Prioritizes and manages multiple open tickets to meet response and resolution SLAs.

§ Adaptability: Responds effectively to changing technologies and evolving support environments.

§ Attention to Detail: Accurately documents troubleshooting steps and resolutions in ticketing systems.

§ Initiative: Proactively identifies opportunities to improve systems, processes, and user experiences.

Benefits

SES provides a competitive salary and the following benefits:

Medical
Dental
Vision
AD&D
STD
LTD
Company paid Life Insurance
401k with employer contribution
Paid Time Off
Pet Insurance

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About the Company

Systems Engineering Solutions

Systems engineering consulting and integration services

SES Corporation is an information technology consulting firm that partners with clients throughout the engineering lifecycle. It brings together highly skilled systems engineering, systems integration, system testing, infrastructure development, deployment, and lab support resources to support mission-critical programs and manage technical risk. SES helps clients by embedding its experts within the client team and processes, ensuring seamless collaboration and alignment with the organization’s mission. The company differentiates itself by combining skilled personnel with proven lessons from previous mission-critical projects to deliver integrated engineering solutions rather than standalone services. SES’s goal is to help clients achieve successful missions by providing end-to-end lifecycle support that reduces risk, improves reliability, and accelerates delivery.

Company size: 11-50
Company stage: Not listed
Total funding: Not listed
Headquarters: Greenbelt, MD
Founded: 2003

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