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About the Role

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

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.
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.
Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
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).

Skills

Microsoft Intune
SCCM/MECM
Active Directory
Azure AD/Entra
ServiceNow
Analytical Thinking
Customer Focus
Communication
Collaboration
Time Management
Adaptability
Attention to Detail
Initiative
CompTIA A+
HDI Desktop Support Technician
ITIL v4 Foundations
Microsoft Certified: Endpoint Administrator Associate
ServiceNow System Administrator

Location

Nationwide

Work Type

Full-time

Experience Level

3+ years

Education Level

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

Benefits

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

About the Company

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.