Help Desk Support Technician

Description

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.

• Technical Knowledge –Solid grasp of OS, hardware, enterprise apps, and networking basics
• Troubleshooting –Diagnose, elevate, 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 tonew technologies and shifting priorities
• Attention to Detail –Ensure accuracy and completeness in tickets, notes, and resolutions

• Resolve escalated tickets for hardware, software, and network issues
• Install, configure, andmaintaindesktops, 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 ensuringtimelyissue resolution

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

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

• Primarily onsite withpossible hybridoptions depending on business needs
• Standard office environment with occasional lifting of IT equipment (up to 25lbs)
• 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.