What are the responsibilities and job description for the Helpdesk Specialist position at CTIS, Inc.?
Overview
We are seeking a Helpdesk Specialist (Tier 2 Support) to provide advanced technical support and troubleshooting services to end users across a diverse IT environment. This role serves as a key escalation point from Tier 1 support, ensuring timely resolution of complex issues related to desktop systems, applications, and enterprise tools.
The ideal candidate will have hands-on experience supporting PC and Mac systems, strong customer service skills, and the ability to diagnose and resolve technical issues in a fast-paced environment.
Responsibilities
- Provide Tier 2 support for escalated incidents and service requests via phone, email, web portal, and in-person support.
- Troubleshoot and resolve issues related to desktop and laptop systems (Windows and macOS).
- Support enterprise applications and internally developed systems.
- Administer email systems (e.g., Outlook, Exchange, O365).
- Manage user accounts, directories, and permissions (Active Directory).
- Diagnose and resolve printer, peripheral, and network connectivity issues.
- Install, configure, and maintain operating systems and desktop applications.
- Escalate unresolved issues to Tier 3 or specialized teams with proper documentation.
- Track and manage incidents using ticketing systems (e.g., ServiceNow, Remedy, Jira).
- Maintain accurate documentation and contribute to knowledge base articles and SOPs.
- Provide on-site and remote support, including VIP support when required.
- Ensure compliance with organizational security policies and procedures.
Qualifications
- 5 years of experience in Help Desk / Service Desk support (Tier 2 preferred).
- Experience supporting Windows and macOS environments.
- Hands-on experience with Active Directory / Azure AD and Microsoft Office / Office 365.
- Experience with ticketing systems such as ServiceNow or Remedy.
- Strong troubleshooting skills across hardware, software, and network issues.
- Excellent communication and customer service skills.
Preferred Qualifications
- Experience in a federal or regulated environment (e.g., NIH, CMS).
- Familiarity with ITIL framework and service management processes.
- Certifications such as CompTIA A , Network , ITIL Foundation, or Microsoft certifications (MCDST, MCITP).
- Experience with Apple Device Support, remote support tools and endpoint management solutions.
- Knowledge of networking concepts including VPN, DNS, and DHCP.
Work Environment
Hybrid or on-site support environment based on contract requirements. May require occasional after-hours support or on-call rotation.
The salary range for this position is between $65,000 and $70,000 depending on experience and qualifications.
Salary : $65,000 - $70,000