Help Desk Specialist – Entry at Global Enterprise Services, LLC

Worldwide

$30k - $45k

<div><p data-pasted="true">As a Tier 2 Support Technician, you will be the bridge between end-users and advanced IT systems. Your primary focus will be troubleshooting, diagnosing, and resolving technical escalations, ensuring minimal downtime for users across physical offices or remote environments. &nbsp;</p><p><strong>Key Responsibilities&nbsp;</strong></p><ul><li>Data &amp; Profile Transfer: Utilize enterprise tools to assist users with backing up files, accessing file shares, application settings, and access software.&nbsp;</li><li>Advanced Troubleshooting: Investigate and resolve escalated IT issues from Tier 1 that require detailed system and application knowledge.&nbsp;</li><li>Hardware &amp; Software Support: Build, configure, and deploy laptops and desktops; install/patch software applications; and troubleshoot peripheral devices (printers, scanners, VOIP phones).&nbsp;</li><li>Network Connectivity: Diagnose intermediate network issues, including TCP/IP, DNS, DHCP, VPN configurations, and basic firewall rules. &nbsp;</li><li>Ticket Management: Document all troubleshooting steps, interactions, and final resolutions in ticketing and Remote Monitoring and Management (RMM) systems (e.g., Zendesk, ServiceNow, ConnectWise).&nbsp;</li><li>User Communication: Provide courteous, clear, and professional step-by-step assistance to non-technical users via phone, email, or chat.&nbsp;</li><li>Escalation: Identify issues that require Tier 3/Systems Administrator intervention and properly document the troubleshooting performed prior to escalating.&nbsp;</li></ul><p><strong>Required Qualifications</strong></p><ul><li>Secret clearance</li><li>High school diploma or equivalent</li><li>1&ndash;3 years of prior IT support experience (usually gained in a Tier 1 or break/fix role)</li><li>Industry-recognized credentials such as CompTIA A + Network+, Security+, or entry-level Microsoft 365 certifications&nbsp;</li><li>Exceptional communication, critical thinking, and the ability to multitask in a fast-paced environment</li></ul><p><strong>Desired Qualifications</strong></p><ul><li>Associate or bachelor&rsquo;s degree in an IT-related field preferred</li></ul></div>